Customer Success Manager

2 days ago

Melbourne, Australia Gentrack Full time

We have a clear purpose**:to accelerate the global transformation to cleantech**. The world has woken up to the fact that water and energy are precious resources that must be cherished. Technology will play the leading role in transforming the industry so that we can all live a more sustainable life. Gentrack is a technology-first company that leads in our core markets, providing essential software and services to the utilities industry, moving it into the cloud, transforming it to be agile and deploying clean solutions to consumers and enterprises across the globe. We bring innovation and pace to the industry.

We are looking for a **Customer Success Manager** to join our company and our mission. We have great customers that depend on us to provide essential services. You will be working as part of our Customer Success team ensuring that our customers are **getting value from their Gentrack solutions**. As a B2B software and service provider bringing complex, mission critical systems to a few large-scale clients in Australia and across the globe, we will only fulfill our global aspirations if we have the most talented leadership working with these clients to secure their business through the delivery and support of great technology.. **You will be providing excellent customer service** as you engage both with our customers in the utilities industries and with Gentrack internal engineering teams. You can be based in Melbourne, Tasmania, NSW or Queensland.

Gentrack is a 600 person, growing business, listed in the public markets of New Zealand and Australia. The main people centers are in London, Auckland, Melbourne and Pune.

**The Role**

The Customer Success Manager (CSM) is the trusted face of Gentrack to our customers, and the voice of our customers within our business ensuring that our customers are getting value from their Gentrack solution(s) now, while also understanding each customer’s strategic roadmap.

As a CSM you will build strong partnerships within our customers bringing commercial and strategic thinking to engagements at various levels within a customer’s business, finding successful outcomes for both the customer and Gentrack.

The CSM will also:

- Focus on monitoring and managing customer health.
- Work closely with customers to understand industry trends and to inform product development.
- Ensure Product delivery and Customer Delivery are delivering continuous value to our Customers
- Assist with the management of customer expectations to ensure a successful outcome is reached
- Manage existing agreements and ensure renewals are effectively managed, and up-sell opportunities are identified.
- Monitor & manage profitability/revenue targets are met for each of the clients
- Support the Sales team with pre-sales activities where required
- Lead with recruitment and orientation of new staff within the team

**About You**

You will be a skilled communicator, able to engage with a range of teams (e.g. Engineering teams, front line support, Managed Services, Product Management) in order to help make ensure the customer is fully utilising our products and ensuring we are able to meet their future needs.

**To be successful in this role, you will need**:

- Utility industry knowledge and billing knowledge will be highly valued
- Ability to think strategically, have sound judgement and determination to achieve with a sense of urgency.
- Excellent relationship management and interpersonal skills.
- Ability in managing the demands of a rapidly evolving environment
- Excellent attention to detail and strong communication skills
- Educational requirements: Bachelor’s Degree in Computer Science, Science, Software Engineering or comparable Professional development and commercial experience

**_ Gentrack is an equal opportunity employer and supports diversity in our workforce. Gentrack encourages diversity in culture and linguists, gender equality, people with disability, people who identify as LGBTQI+, and Aboriginal and Torres Strait Islander people, who are all encouraged to apply._**

LI-SM1 #LI-REMOTE

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