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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. Our mission is to help utilities rebuild for a more sustainable future by driving innovation, delivering great customer experiences, and securing profits.

Our Values and Culture

We are a team of passionate people who want to drive change through technology and make a positive impact on society and the planet. Our core values are:

  • Respect for the Planet
  • Respect for Our Customers
  • Respect for Each Other
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 by shifting the mindset to a customer-first approach
  • Lead and mentor a strong core team to build the revenue stream and opportunity
  • Collaborate with delivery engineering and R&D teams to ensure effective analysis, design, programming, and testing for large-scale software implementations
  • Provide insights and leadership to product and development teams in the evolution of the customer-facing product
  • Lead and mentor team members at all levels, cultivating a culture of continuous improvement
What We're Looking For
  • Leadership skills with the ability to work at pace and an innovative mindset
  • A strong commercial acumen to balance the opportunity across the group
  • Technical depth to lead the team in generating architecture and design artifacts in adherence to CX principles
  • Plugged into the business and excellent stakeholder engagement skills
  • Offer technical and product consulting internally and externally, leveraging SF expertise
What We Offer
  • Personal growth and progression in a global, winning high-growth organization
  • The 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
  • A competitive reward package that truly awards our top talent
  • The chance to make a true impact on society and the planet