Technical Account Manager - Utilities
London
Delivery 📦 – Client Delivery /
Full-time /
Hybrid
Help us use technology to make a big green dent in the universe!
Kraken powers some of the most innovative global developments in energy.
We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.
It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.
Kraken Utilities
Our tech platform ‘Kraken’ is already licensed to support 55 million customer accounts globally, and we aim to serve 100 million by 2027. Kraken is the most AI-driven, innovative, forward-thinking platform for energy management. From optimising resources to delivering cost-effective, exceptional customer experiences through advanced Customer Information Systems (CIS), billing, meter data management, CRM, and AI-driven communications.
We’re now charging the Kraken platform to other utility industries (Water and Broadband) and have created a new team called - Kraken Utilities. Over the last 3 years we have built this team from scratch to re-architect, design, and develop our Kraken software platform to solve complex industry wide problems within the water and broadband sectors (such as customer experience & water leak detection).
The Kraken Utilities team is in a very exciting growth phase, and has already signed 5 clients; Severn Trent, Leep, Portsmouth Water, TalkTalk and Cuckoo. We are currently 120+ people (engineers, product, implementation, strategy) along with 1800+ people in the overall Kraken world.
You will be joining the Customer success team at Kraken working to support Telco clients through their technology transformation journeys, once they have completed their migration on to Kraken.
As a Technical Account Manager, you’ll lead strategic technical relationships with some of Kraken’s largest utility clients. This is a high-impact role at the intersection of technology, transformation, and operations
What you'll do:
- Customer Relationship Management
- Be the primary technical liaison Kraken Day to day expert), providing expertise, guidance and support through the customer life cycle - Be the trusted technical advisor for assigned accounts in the Telco domain.
- Develop understanding of client business processes, technical environment, and goals.
- Maintain strong relationships with client stakeholders (IT, business units, operations)
- Manage co-development efforts and joint technical initiatives to address complex issues and ensure successful outcomes.
- As a product advocate, Align product and customer roadmaps, advocate for customer needs internally, and provide feedback loops to product and engineering.
- Drive solution design that ensures scalability, performance, and long-term maintainability.
- Identify opportunities to unlock additional value through feature adoption, platform capabilities, and ecosystem fit.
- Facilitate product rollouts, upgrades, and configuration changes for clients, managing change effectively and minimising disruption.
- Monitor performance, usage, and adoption of the solution.
- Identify risks and recommend preventative measures before they impact operations.
- Track SLAs, KPIs, and compliance requirements.
- First point of escalation for technical issues.
- Facilitate resolution by working closely with product and engineering support (where applicable)
- Align product roadmap and enhancements with customer needs.
- Support long-term customer success planning and retention efforts.
Kraken and Enterprise Architecture Technical Guide to Drive Value Realisation
Proactive Account Oversight
Escalation Management
Strategic Advisory
What you'll have:
- 10+ years in a customer-facing technical role such as Technical Account Manager, Customer Success Engineer, Solutions Engineer, Enterprise Architecture or similar in the Telco domain.
- Proven experience in managing and supporting technical implementations, ideally in SaaS, cloud services, or IT environments.
- Industry experience in Telco and BSS systems implementation is highly desirable.
- Strong technical background, with knowledge of [e.g., cloud computing, APIs, databases, Python, Django, etc].
- Ability to understand complex technical concepts and translate them into actionable insights for clients.
- Proficient in troubleshooting and problem-solving skills; able to navigate technical issues and provide prompt solutions.
- Analytical mindset with attention to detail and a proactive approach to identifying and solving problems.
- Customer and quality focus; highly effective at building and improving relationships
- Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities with a problem-solving, client-centric mindset.
Culture Fit
- Passionate about leading, motivating and developing others
- Passionate about helping customers (without them, we don’t exist)
- Passionate about technology (we are a tech business disrupting energy)
- Open minded, flexible and adaptable (we are constantly growing, changing and evolving)
- Confident in decision making
- Supportive
- Approachable
- Inclusive
- Resilient, working well under pressure
Kraken is a certified Great Place to Work in France, Germany, Spain, Japan and Australia. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.7. Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at inclusion@kraken.tech and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Kraken, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status. U.S. based candidates can learn more about their EEO rights here.
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