Customer Success and Service Delivery Manager, Gentrack
Cleantech solutions for utilities
Open for applications
Cleantech solutions for utilities
501-1000 employees
Open for applications
501-1000 employees
Company mission
To provide leading utilities across the world with innovative cleantech solutions.
Role
Who you are
- Demonstrated experience in account management, enterprise sales, or customer relationship management in a B2B or technology environment
- Strong commercial awareness with the ability to identify and develop growth opportunities
- Proven relationship management skills with the ability to engage both technical and non‑technical stakeholders
- Experience developing and executing strategic account plans and managing customer pipelines
- Excellent communication, organisation, and collaboration skills
- Ability to work effectively across cross‑functional teams
- Customer‑focused mindset with a commitment to delivering high‑quality engagement
What the job involves
- The Customer Success, Service Delivery, and Account Manager (CSM) is responsible for owning and developing strategic customer relationships with a balanced focus on service excellence, operational delivery, account growth, customer engagement, and long‑term success
- This role combines proactive account leadership with hands‑on service delivery oversight, ensuring customers receive consistent value from Veovo solutions through both strong relationship management and reliable operational performance
- The CSM is accountable for executing effective account plans, driving customer adoption, identifying commercial opportunities within existing customers, and ensuring a high‑quality, predictable service experience
- They act as the customer’s advocate internally, coordinating cross‑functional teams to ensure commitments are met, issues are resolved efficiently, and services are delivered in line with agreed SLAs and expectations
- Working closely with internal technical, product, and support teams, the CSM aligns customer objectives with Veovo solutions while also leading governance activities, monitoring service performance, managing escalations, and ensuring continuous improvement across the customer lifecycle
- The role balances relationship leadership and revenue expansion with a strong emphasis on service delivery management, operational coordination, and customer satisfaction
- Own and execute strategic account plans that align customer objectives
- With Veovo capabilities and growth opportunities
- Build and maintain trusted relationships with key stakeholders to drive satisfaction, retention, and expansion
- Lead customer engagement activities including business reviews, performance discussions, and strategic planning sessions
- Identify, qualify, and progress commercial opportunities within accounts while maintaining accurate pipeline visibility
- Coordinate preparation of governance materials and internal communications to support customer engagement and alignment
- Lead service delivery meetings with the customer, including collating the relevant supporting information
- Produce quotes for small projects and change requests. Coordinate delivery of such services
- Act as escalation for issues relating to customer satisfaction, including incident management and items related to small projects delivery
- Represent Veovo whilst communicating with customers without 'surrendering' Veovo's needs
- Prepare and provide quality and performance reporting relating to solution(s) and/or managed service
- Share Product Roadmap(s) with customers and support the Product Management team in the management of customer expectations on feature delivery
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 its 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
26% employee growth in 12 months
Company
Funding (1 round)
Mar 2019
$0.2m
SEED
Total funding: $0.2m
Company HQ
London, UK
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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