Gentrack

Software solutions for utilities and airports

Key Account Director

Account ManagementUpdated on Nov 13

Full-timeNo salary listed

About the Job

Requirements

At least 5 years of experience in account management, customer success, or commercial roles in enterprise software or utility services.
A demonstrable track record of growing and retaining complex enterprise accounts.
Experience managing or navigating multi-year contracts and commercial negotiations.
Degree-level education or equivalent professional experience.
Commercial and contract negotiation skills.
Executive stakeholder engagement and trusted-advisor capability.
Account planning and strategic thinking.
Ability to orchestrate cross-functional teams without direct authority.
Strong financial literacy and P&L understanding.
Written and verbal communication skills.
Resilience and delivery focus under pressure.

Responsibilities

Own full commercial accountability for assigned accounts, including revenue, margin, renewal, forecasting, and pipeline.
Develop and own multi-year account plans balancing growth and defensive strategies.
Manage contractual governance across complex multi-year framework agreements.
Design and execute account strategies aligned to each customer's business roadmap.
Drive upsell and cross-sell in collaboration with CS&IT and Delivery service lines.
Maintain deep knowledge of customer organizations, strategies, IT landscapes, and business performance.
Build and maintain executive-level relationships within assigned accounts.
Maintain at least 2 days per week of on-site presence at customer premises.
Serve as trusted advisor and primary escalation point for account-related issues.
Act as the customer's advocate within Gentrack and Gentrack's commercial representative to the customer.
Coordinate Delivery, CS&IT, Product, Finance, and Legal resources to execute account plans.
Align commercial strategy with delivery execution.

Desired Qualifications

Understanding of the utility sector, including energy or water, is strongly preferred.

The Key Account Director is the single accountable business owner for one or more Gentrack customers with full end-to-end P&L responsibility. The KAD represents Gentrack at the customer and the customer inside Gentrack, orchestrating all sales, delivery, product and solution resources to drive growth, retention and customer satisfaction across their account portfolio.

P&L Ownership: Full commercial accountability for assigned accounts: revenue, margin, renewal, forecasting and pipeline. Develop and own multi-year account plans balancing growth and defensive strategies. Manage contractual governance across complex multi-year frame agreements.
Strategic Account Leadership: Design and execute account strategies aligned to each customer's business roadmap. Drive upsell and cross-sell in close collaboration with CS&IT and Delivery service lines. Maintain deep knowledge of customer organisation, strategy, IT landscape and business performance.
Customer Engagement: Build and maintain executive-level relationships (CxO, SVP, VP) within assigned accounts. Ensure minimum 2 days per week on-site presence at customer premises. Serve as trusted advisor and primary escalation point for all issues affecting the account.
Internal Orchestration: Act as the customer's advocate inside Gentrack, and Gentrack's commercial representative in front of the customer. Orchestrate Delivery, CS&IT, Product, Finance and Legal resources to execute account plans. Drive alignment between commercial strategy and delivery execution.
Success measures: Revenue and ARR growth per account; Net Revenue Retention (NRR); customer satisfaction and NPS; contract renewal rate; on-site presence compliance; account plan quality and freshness.

5+ years in account management, customer success or commercial roles in enterprise software or utility services
Demonstrable track record of growing and retaining complex enterprise accounts
Experience managing or navigating multi-year contracts and commercial negotiations
Understanding of the utility sector (energy or water) strongly preferred
Degree-level education or equivalent professional experience
Commercial and contract negotiation skills
Executive stakeholder engagement and trusted advisor capability
Account planning and strategic thinking
Ability to orchestrate cross-functional teams without direct authority
Strong financial literacy and P&L understanding
Excellent written and verbal communication skills
Resilience and delivery focus under pressure

About the Company

Gentrack

Software solutions for utilities and airports

Gentrack provides software platforms for utilities and airports to manage their operations. It helps utility companies with billing, customer engagement, and operational efficiency, and extends to airport needs as well. The products are cloud-based software suites that integrate customer data, billing workflows, and operational processes to streamline how utilities and airports interact with customers and run their networks. What sets Gentrack apart is its focused specialization in utilities and airports, long-term customer relationships, and a track record of adapting to regulatory changes while expanding capabilities—supported by an IPO to fund growth. The company's goal is to help utilities and airports navigate modern infrastructure by delivering reliable, scalable software that improves billing accuracy, customer experience, and operational performance.

Company size: 501-1,000
Company stage: IPO
Headquarters: Auckland, New Zealand
Founded: 1989

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