Technical Account Manager
Melbourne
Account Management 💼 – Account Management /
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.
The demand for our software and operating model is growing rapidly and internationally. We need a leader to support our clients on their growth journey with Kraken after migration completes.
Why it matters: There are singular moments in every industry where a tectonic shift reshapes the entire sector and unlocks previously unheard of possibilities. Those moments need leaders and this is that moment for the energy sector.
The Company
Kraken, part of Octopus Energy Group is a global energy transition company touching nearly every point in the energy value chain and valued at $9 billion. It is one of energy-tech’s fastest-growing private companies. Kraken launched to market five years ago, offering utility clients one simple end-to-end customer management solution to help utilities and their customers transition into a decarbonised future. Kraken has grown rapidly, disrupting the incumbent tech landscape, with over 50 million contracted accounts across 9 markets globally. Kraken has secured licensing deals with large international energy clients to replace their core technology stack and re-image their operations with an unblemished track record of transformation success. We are tracking toward over 100 million households by 2027.
What you'll do
- Serve as the primary technical liaison, providing expertise, guidance, and support throughout the customer lifecycle.
- Understand customer goals, business needs, and technical environments to deliver tailored solutions.
- Proactively identify and resolve potential issues by monitoring performance and client needs.
- Coordinate with internal technical teams (such as engineering, support, and product) to address complex issues and ensure successful outcomes.
- Facilitate product rollouts, upgrades, and configuration changes for clients, managing change effectively and minimizing disruption.
- Educate customers on new product features, best practices, and product optimizations to ensure adoption and value realization.
- Act as a product advocate, gathering client feedback to influence product roadmap decisions.
- Conduct regular technical reviews and training sessions to ensure clients are maximizing the potential of our solutions.
- Act as the escalation point for critical issues and coordinate with cross-functional teams to resolve them promptly.
- Monitor customer satisfaction levels and proactively address any issues or risks to customer success.
Build and maintain strong, trusted relationships with key stakeholders at assigned accounts.
Provide hands-on support, troubleshooting, and technical insight to quickly resolve client issues.
Project & Account ManagementProvide regular reports and updates on project status, performance metrics, and potential improvements.
Risk Management & EscalationIdentify risks within client accounts and develop mitigation strategies.
What you'll need
- 3+ years in a customer-facing technical role such as Technical Account Manager, Customer Success Engineer, Solutions Engineer, or similar.
- Proven experience in managing and supporting technical implementations, ideally in SaaS, cloud services, or IT environments.
- 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.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
If this sounds like you then we'd love to hear from you.
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 Octopus, 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. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
