Client Success Analyst

The Company

Gentrack 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

We are looking for two Client Success Analyst focusing on Water to join the team here at Gentrack. The primary purpose of this role is to provide our clients with distinctive and advanced customer experience and empower them to utilise our software systems with ease.

The Specifics

• Ensure all client queries are dealt with as effectively and efficiently as possible.
• Liaise with engineering teams and product managers to reach a resolution on queries.
• Assist with testing and recreating tests to be able to trouble shoot issues.
• Help with basic configuration and diagnosis of configuration related issues.
• Drive continual improvement through regular provision of feedback from clients and through observation of day-to-day activities.
• Maintain the knowledgebase where process changes or gaps are identified.
• Creation of release notes and where appropriate delivery of show and tell sessions with customers relevant to the product.
• Understanding of customer requests and tickets to varying degrees of complexity, whilst maintaining timely, clear and concise communications, ensuring the customer is kept up to date with progress at all times and in line with contractual SLA's.
• Participate in customer calls and knowledge sessions or demonstrations.
• Travelling to customer sites where required.
• Takes ownership to resolution of non-complex request and tickets, whilst contributing to discussions around more complex or technical tickets.

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)~

• Previous and/or current knowledge or experience Utilities, Water preferred.
• Previous experience in a software environment.
• Previous experience using, implementing, or supporting CRM and Billing systems.
• Previous helpdesk/IT support experience.
• Previous experience of data analysis, identification of failure points and resolution.

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.