Customer Success Specialist, Gentrack
Cleantech solutions for utilities
Job no longer available
Cleantech solutions for utilities
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To bring utilities into a sustainable era, relentlessly driving their customers' success by developing better cleantech solutions.
Role
Who you are
- 3+ years experience in the Electricity, Gas or Water retail utilities industries
- Previous experience as a super user or subject matter expect, or as a member of an implementation team, for Junifer CIS, Velocity or similar CRM systems
- Previous experience in a software environment
- Previous helpdesk/IT support experience
- Excellent relationship management and interpersonal skills
- Strong verbal and written communication skills
- Ability to creatively solve problems, making use of analytics and data where appropriate
- High attention to detail and a drive to get to the root cause of issues
- Can do attitude
- An optimistic outlook on life, common sense and a sense of humour are essential A passion for excellence and a commitment to be the best
- High levels of energy, sound judgement and determination to achieve with a sense of urgency
- An open-minded consultative approach
- Ability to give and receive positive and constructive feedback
- Ability to manage own workload
- Taking ownership of issues from outset to resolution
- Minimum, basic level education
- Microsoft Office, SQL, Helpdesk systems (nice to have)
What the job involves
- As a Customer Success Specialist, you will diagnose problems and defects across many capabilities, offered by Gentrack
- You will be providing excellent customer service as you engage with our customers in the utilities industries (Energy and/or Water) and liaise with Gentrack internal teams to provide timely resolutions
- A demonstrated ability to pick up and drive tasks within the support team to completion
- Customer satisfaction feedback from your customer portfolio support interactions
- Achievement of contractual SLAs for responding to customer queries, as well as your ability to influence other Gentrack teams to delivery on resolution SLAs
- Successfully implementing configuration changes to Gentrack systems as agreed with the customer
- Demonstrating Agile practices within the team and driving continuous improvement
- Diagnose, re-create and test issues raised by our customers through our service desk
- Drive continual improvement through regular provision of feedback from clients and own findings
- Ensure all client queries are progressed in a timely manner, within SLAs
- Troubleshoot and identify causes of customer problems using a variety of internal tools
- Manage hand-offs to engineering teams when appropriate and within agreed processes and guidelines, through a collaborative approach
- Prioritise and manage several open issues at one time
- Recommend improvements in customer solutions, policies and procedures
- Invest time in personal training and development to maintain and advance your performance over time
- Handle critical issues and escalations with a clear execution plan and aim to get closure
Salary benchmarks
Our take
Gentrack provides customer relationship management and billing software solutions to the utilities industry. In particular, it focuses on providing modern, 'cleantech' solutions - an approach which allows Gentrack's clients to benefit from both increased efficiency and greater sustainability. As world industries set ambitious net zero carbon targets in response to a mounting climate crisis, Gentrack has found its services consistently in demand since its founding in 1980.
With direct competition from the likes of Ecrion and Apptivo, Gentrack must constantly strive to keep ahead of its rivals. However, its solutions have already been backed by some key clients in the market, with a particularly strong base among energy suppliers in New Zealand and Australia. As energy prices rapidly increase due to political instability in Europe, Gentrack has also expanded its presence strongly in the United Kingdom, forming partnerships with the likes of Marble Power, ENGIE, E.On and npower.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Mar 2019
$0.2m
SEED
Total funding: $0.2m
Company values
- Respect for each other: We are one team and we play to win
- Respect for our customers: We express our opinions and take accountability
- Respect for the planet: We believe cleantech is the way forward
Company HQ
London, UK
Articles
Additional info
- Further offices in USA, Singapore, Australia and New Zealand.
Leadership
Gary Miles
(CEO)Co-founded jNetX in 2001, where they served as CEO for 8 years. Joined Amdocs in 2009, first as Division President & CTO and then as CMO & President of Business Services. Joined Gentrack in 2020 as CEO.
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