Customer Success Manager

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.

The **Customer Success Manager (CSM)** is the trusted face of Gentrack to our customers, and the voice of our customers within our business. As the CSM you will be knowledgeable about Gentrack products, **the energy/water industry and energy/water retail business** processes; ensuring that our customers are getting value from their Gentrack solution.

You enjoy understanding **customer’s strategic roadmap**, **enjoy** building strong partnerships** within our customers and **thrive on bringing commercial and strategic** thinking to engagements at various levels within a customer’s business.

We have great customers that depend on us to provide essential services. As a B2B software and service provider bringing complex, mission critical systems to a number of large-scale clients in NZ 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.

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.

**In this role you can expect to**:

- Build and grow relationships with your customers, becoming a trusted partner
- Responsible for managing multiple small to medium sized accounts, at different project maturity stages
- Create value for customers by partnering to define success and building a joint plan with identified objectives, stakeholders, milestones, risks and metrics needed to achieve their goals
- Leverage data analytics to support decision making
- Develop account strategy planning and build success plans to drive loyalty, advocacy and minimize customer attrition
- Track accounts’ performance and handle critical issues and escalations, with a clear execution plan and aim to get closure
- Be entwined with the customers Software development lifecycle

**What you need to be successful**:

- Broad knowledge and experience of the Electricity, Gas and/or Water retail markets
- More than 2 years' experience within the utility industry, either in a senior role or customer facing experience in a Managed Services environment
- Consultancy experience with a system integrator or product vendor / Experience within a Customer Success Manager role

**What we offer in return**:

- Career development opportunities from conferences to self-guided learning, we’ll support your special interests and professional growth
- A talented team to work in
- Medical, Life and Income Protection
- An awesome office building complete with pool table, table tennis table, basketball / football / tennis court, PlayStation and more
- Regular social events/food trucks and fun office wellbeing events

**_
We want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join our mission, you will fit right in._**

**_ Also, qualifications are not that important to us. If you have great experience, talent and passion then we’d like to hear from you._**#LI-SM1