A senior representative of Gentrack, looking to expand the Gentrack products and solutions globally into new markets and geographies, building strong relationships with new clients. Responsible for attending and leading meetings with clients to determine the technical and business requirements ensuring that all necessary information is collated prior to designing a solution.Articulate and conduct product demonstrations, showcasing the product capabilities and functionality of the Gentrack solution, focusing on with themes and combatting clients pain points.Build and maintain relationships with senior members of the new client teams to ensure a successful sale and transition of the Gentrack product into the client’s organisation. Responsible for structuring and producing compelling sales proposals, commercial and technical documentation outlining the business benefits of using Gentrack’s solution.Work with internal Gentrack teams as part of the bid management process, understanding the sales cycle, designing the best fit solution and articulating the win themes, reporting progress to members of the Gentrack Executive Team.Ensure that Gentrack and partner (AWS and Salesforce) product knowledge is up to date to leverage the latest technology within the sales process, designing the best fit solution for each new client with the goal of winning new business.

Manage and oversee the progress of major accounts to drive success for all parties involved, tracking budgets and profitability, maintaining support and delivering change. Able to balance current and projected resource demands whilst considering strategic and long-term business relationship between the organisation and its customers.Responsible, along with other Heads of Customer Success, for the formation and delivery of performance improvement initiatives.Work Closely with Customer Business Executives to support customers, providing key insight and support during contract negotiations and renewals.Responsible for the timely recruitment, on-boarding, training and management of Customer Success Managers based on existing project, support commitments and sales pipeline.Responsible for the professional development of new and existing Customer Success Managers and Customer Support Analysts, ensuring that both the group and individual members have the necessary industry, product, technical skills and bandwidth.

Responsible for managing multiple key strategic accounts at different project stages across different Gentrack products. Developing account strategy and success plans to drive loyalty, advocacy and minimize customer attrition.Track and manage account(s) performance, reporting on budgets and forecasting, as well as handling critical issues and escalations with a clear execution plan with the aim of efficient resolution.Lead new retention, growth and customer success initiatives that deliver proven value, ensuring profitability for Gentrack and increased customer success.Act as an ambassador for the CSM organisation, both externally and across the wider Gentrack business.Act as a mentor to other CSMs, where appropriate being an escalation point for their customers.Support the hiring, onboarding and ramp up process of new recruits within customer success unit.Engage authoritatively with Executive leaders, showing persistence and resilience to respond positively to challenges that are received from these audiences.

Acting as the trusted face of Gentrack to customers and the voice of our customers within the Gentrack business. Able to support customers using expertise of the Gentrack products within the energy/water industry. Proactively work with customers to build strong partner relationships to ensure they are getting value from their Gentrack solution(s). Support in the achievement of the customers strategic roadmap, to ensure Gentrack keeps delivering value to them in the future.Utilise own experience to bring commercial and strategic thinking to engagements at various levels within our customer’s business, finding successful outcomes for both the customer and Gentrack.

Responsible for providing support and advice to customers/clients using the Junifer CIS platform within the energy industry.Be the point of contact for customers during their Junifer CIS implementation project, providing support and guidance on Junifer functionality and configuration.Act as the conduit between business team and technical team, explaining business requirements and converting them into technical specifications to aid with the build of solutions. Provide ongoing advice and support on industry processes to Gentrack UK Ltd customers, highlighting previous experience and bringing suggestions forward to aid decision making and to achieve the end goal.

Responsible for embedding a Continuous Improvement (CI) culture throughout the Energy business enabling colleagues to constantly review their way of working, to look for and drive improvements in their business area.Develop and manage a coherent CI portfolio across all customer journeys that strikes the right balance between customer focus, cost benefit and performance improvement. Utilise system knowledge and project experience to ensure that all CI initiatives are in line with business strategy and requirements, analysing the impact of any changes on downstream processes and across all journeys. Collaborating with stakeholders across all business areas, define, track and develop key performance indicators, supporting them in assimilating data to build robust customer journeys and identify areas for improvement. Continually review the Energy Quality Assurance Strategy, working with key stakeholders to document all policies and procedures, embedding Energy’s process register and library.Responsible for coaching and developing the CI and Quality Team to develop professional skills and build capability and ensure effective delivery.

Senior Subject Matter Expert leading in the design & implementation of all customer journey related processes, delivering a Meter to Cash (M2C) solution utilising Oracle products; Customer Care and Billing (CCB), Meter Data Management (MDM), Customer Self Service (CSS) and Documaker. Key role during inception and elaboration workshops with Oracle architects in designing functional requirements based on business processes, to be reflected in the M2C solution. Provided expertise at all stages of the project life-cycle, acting as the main conduit between the business, project team and Oracle to ensure that business requirements were realised. Aware of the energy regulatory and compliance conditions to ensure they were reflected in the system design alongside the requirements of the business. Worked as part of the Transformation Team preparing the business for the transition from the legacy system to the new M2C solution.Continually engaging with key stakeholders within the business, utilising user processes to display system functionality to raise operational awareness and improve readiness. Responsible for the output of the System Integration Test team, taking on the role of SIT Test Lead, owning the SIT environment, liaising with the IT project team, ensuring core system processes and interfaces were tested to set timescales and reporting progress to Senior Management within the business. Conducted knowledge transfer activities and coaching for junior members of the project team enabling them to become proficient in their given functional area.

A member of the Senior Management Team and Childcare Board, looking at the strategic direction and operational developments of the group. Part of the Acquisition and Integration Team during a period of significant expansion, liaising with new colleagues, identifying problems and working with internal and external parties to rectify them.Developed and implemented a fully operational Customer Service Department including systems, policies and processes.Accountable for the day to day running of the Customer Service Department including recruitment, training, sales, reporting and analysis, process improvement and complaint handling and resolution. Responsible for all customer service management information, analysis of results, identifying opportunities and implementing change.Designed, mapped and implemented the Sales Process, delivered across all 50 sites with the aim of increasing revenue. Responsible for the development of the food provision for the group, ensuring budgets were maintained, costs controlled and waste reduced. Develop and maintain relationships with external suppliers and implement contractual agreements to ensure that costs were reduced and budgets were met.

Worked for the Society on a twenty four month structured programme gaining experience across a variety of trading groups and business areas, undertaking four six month placements.Finance Worked on business improvement projects and reported to Retail Commercial Accountant, Chief Accountant and Group General Manager.Tested new financial accounting software and created manuals and guidance for Society wide use. Food RetailProduced a research/gap analysis paper for Store of Excellence, whilst reporting to Head of Non Food. Developed a regional marketing strategy for the new smoking cessation service offered by the Pharmacy Group, reporting to the Head of Marketing. Worked with marketing colleagues to develop the strategy and launch of a new product to market within the Pharmacy Group. PharmacyKey member of the project team responsible for the delivery of the flagship branch known as the Model Pharmacy.Responsible for the installation of new services and products into the Model Pharmacy, dealing with external suppliers, setting up contracts and planning installation. Worked with the Central Team to develop the new smoking cessation documentation used in all twenty participating branches. ChildcareMember of the Central Team looking at acquisitions; creating site benchmarking matrices, analysing new sites and creating recommendations papers whilst reporting to Group General Manager. Key contact for external suppliers, new and existing sites and internal colleagues during a period of rapid expansion.