Customer Success Specialist - Energy

The Company

Gentrack is a publicly listed software company and provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

• Respect for the planet
  
• Respect for our customers and
  
Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet.

Gentrackers continuously look for a better way and drive quality into everything they do.

This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.

The Opportunity

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.

The Specifics

• 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.
• Leverage data analytics to support diagnostics and decision making.
• Work with customer and Customer Success Manager to refine requests for configuration changes to Gentrack systems
• Configure agreed changes within Gentrack Systems, following best practise as defined by Gentrack Solution Architects
• Support customer testing of configuration changes
• Deploy changes to Production following Change Management process.
• Actively participate in Agile practices such as stand-ups, retrospectives, and backlog grooming.
• Maintain timely communications, ensuring the customer is always kept up to date with progress, including tracking critical tickets post hand-off.
• Represent Gentrack whilst communicating with customers without surrendering Gentrack's needs.
• Participate in calls with customer related to both support and change requests via configuration.
• To abide to the Compliance Policies and Procedures of the Company.
• Take reasonable care of your own and other people’s Health & Safety in the workplace.
• Report all incidents and hazards in your work or in your work environment that may be putting your or anyone else’s Health & Safety at risk promptly.
• In addition to this you are required to carry out any other duties as reasonably requested by your direct line leader.

What we're looking for (you don’t need to be a guru at all, we’re looking forward to coaching and collaborating with you):

• 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 we offer in return:

• Personal growth – in leadership, commercial acumen and technical excellence
  
• To be part of a global, winning high growth organization – with a career path to match
  
• 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

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

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