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Customer Experience Practice Lead

2 months ago

Melbourne, Victoria, Australia Gentrack Full time
About Gentrack

Gentrack is a leading provider of innovative cleantech solutions to utilities across the world. We are driven by our passion to create positive impact and help utilities rebuild for a more sustainable future.

The Opportunity

We are seeking a highly skilled and experienced VP of Customer Experience Practice Lead to join our team. As a key member of our leadership team, you will play a crucial part in driving transformative change within the company towards an outside-in view of the customer experience.

Your role will involve collaboration with customers, optimizing designs, and contributing significantly to project proposals. You will be responsible for overseeing the technical intricacies of large-scale software implementations, mentoring teams to excellence, and maintaining project budgets.

Our current CRM is integrated into the Salesforce platform, and you will require Salesforce expertise. However, you will also be accountable for leading dialog with customers to present our offering and enable them to unleash the potential of transformed customer experience.

Key Responsibilities
  • Build the CX practice, shifting the mindset to be customer-first and engaging with customer call centers to innovate for the customer.
  • Thrive in an environment that is customer-centric and have the ability and mindset to convert challenges to opportunities.
  • Empower the team to leverage technology and our know-how to transform the way our customers support their customers.
  • Build a strong core team to build the revenue stream and opportunity, then matrix with the delivery engineering and R&D teams.
  • Provide insights and leadership to the product and development teams in the evolution of the customer-facing product and motivate and support the core team as it matures and builds the practice.
What We're Looking For
  • Leadership skills, ability to work at pace, with an innovative mindset that enables and ensures the creation of a new revenue stream.
  • A strong commercial acumen to balance the opportunity across the group, with the ability to enhance our existing offering with an additional angle, without diluting the existing expertise.
  • Technical depth to lead the team in generating architecture and design artifacts in adherence to CX principles and opportunities.
  • Plugged into the business and excellent stakeholder engagement skills - staying updated on Gentrack business plans, products, and future developments to inform technical decision-making.
  • Offer technical and product consulting internally and externally, leveraging SF expertise.
  • Optimize CRM Salesforce solutions design and product integration throughout bid, discovery, and early-stage delivery phases.
  • Hands-on experience in Utilities customer experience (e.g. managing call centers) that use SF as their CRM.
What We Offer
  • Personal growth and progression – be part of a global, winning high growth organization – with a career path to match.
  • Your chance to build a legacy and make your mark in a pioneering and innovative company.
  • A vibrant, culture full of people passionate about transformation and making a difference - with a one team, collaborative ethos.
  • A competitive reward package that truly awards our top talent.
  • A chance to make a true impact on society and the planet.