Senior Settlements Analyst

Gentrack • London, CA

2d • Hybrid

About The Position

As a Senior Settlements Analyst, you will be an expert in the way Gentrack’s Managed Service customers businesses operate and what drives their success. You will leverage your extensive experience working in the service industry to implement creative business solutions, following industry best practice.
Your focus will be to ensure you deliver on the targets and SLAs set on a customer-by-customer basis, and to also ensure the team gets the training and upskilling needed to deliver fantastic performance. You will work alongside the Managed Services leadership team to support in delivering mutually beneficial partnerships with our customers.

Requirements

• Experience in Electricity, Gas or Water utility industries
• Previous experience using or implementing Junifer, Velocity, or similar enterprise CIS/CRM systems.
• You are passionate about delivering market leading customer service.
• You are a people person; you get a buzz out of seeing your teams achieve their goals and building up individuals so that they can grow and progress.
• You love data and combine it with your experience and intuition to solve problems.
• You’re an excellent communicator and can adjust your style so that you’re as relatable to team members as you are respected when engaging with senior customer stakeholders.

Responsibilities

• Resolve complex exceptions in customer back-office business processes in line with customer agreed scope.
• Liaise with Stakeholders on engagements, supporting them in ongoing discussions and providing progress updates.
• Liaise with development teams and Customer Success Managers in order to resolve defects identified in business processes.
• Lead on tactical projects, acting as the engagement point with customers.
• Attend customer meetings (in person or remotely)
• Using your own expertise, and through coaching the wider team, meet operational KPIs for customers using the Gentrack products
• You will be able to display your in-depth technical and hands-on knowledge of business systems and processes.
• Produce reports when required
• Build strong relationships and demonstrate high levels of communication
• Drive operational performance and efficiency, create specifications for areas of improvement and automation on the Gentrack platforms and for our customers.
• Actively promote continuous improvement in team processes and practises.
• Form strong, collaborative relationships across the business, particularly with, Customer Success Managers and Engineering managers and their teams
• Provide support to the leadership team by proactively setting an example on team calls and company initiatives
• Provide support to team members by motivating, training and coaching, provide feedback
• Act as an escalation point for more complex issues
• Demonstrate company values through your behaviour
• 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.

Benefits

• Personal growth – in leadership, commercial acumen, and technical excellence.
• To be part of a global, winning high growth organisation – 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed