Technical Account Manager
New York
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.
We have been licensing Kraken for over 4 years, transforming businesses by not only moving their customer base to our Kraken platform but also changing their operating model & ways of working. Throughout this time our team has been setting a new standard for what business transformation can look like.
You will be joining the client delivery team with Kraken working to support North American clients through their technology transformation journeys, supporting new and long term migration projects.
As a Technical Account Manager, you’ll lead strategic technical relationships with some of Kraken’s largest utility and energy clients. This is a high-impact role at the intersection of technology, transformation, and sustainability.
What you'll do:
- Build and maintain strategic relationships with customer technology leaders in assigned accounts.
- Translate Kraken’s technical vision into outcomes that resonate with executive priorities.
- Serve as the primary technical liaison, providing expertise, guidance, and support throughout the customer lifecycle.
- Participate in roadmap discussions, executive briefings, and planning sessions to ensure technical alignment at the highest levels.
- Guide system design, integrations, and configuration aligned with both customer and Kraken architectural principles.
- 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.
- Provide regular reports and updates on project status, performance metrics, and potential improvements.
- Facilitate product rollouts, upgrades, and configuration changes for clients, managing change effectively and minimizing disruption.
- Risk Management & Escalation - Identify risks within client accounts and develop mitigation strategies.
- Triage and manage technical incidents in partnership with support and engineering teams.
- Guide configuration and usage decisions to ensure best practices and optimal performance.
- Provide hands-on support, troubleshooting, and technical insight to quickly resolve client issues.
- Manage co-development efforts and joint technical initiatives to address complex issues and ensure successful outcomes.
- Align product and customer roadmaps, advocate for customer needs internally, and provide feedback loops to product and engineering.
- Act as a product advocate, gathering client feedback to influence product roadmap decisions.
Work with the Client Partner and Client Engineering to drive deep technical engagement, value realization, and strategic alignment across your accounts through three core responsibilities:
Executive Technical Relationships
Act as a trusted technical advisor and confidant to senior stakeholders like the CIO and CTO.
Kraken and Enterprise Architecture Technical Guide to Drive Value Realization
Provide deep architectural guidance to connect customer ecosystems with Kraken’s platform.
Kraken Day-to-Day Technical Expert, Liaison, and Advocate for the Client
Be the hands-on technical presence that ensures customer success in the everyday.
What you'll need:
- 5+ years in a customer-facing technical role such as Technical Account Manager, Customer Success Engineer, Solutions Engineer, Enterprise Architecture 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].
- Industry experience in Energy & Utilities is highly desirable. Adjacent industries like telecommunications and infrastructure can also be considered.
- 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, ideally in Computer Science, Information Technology, or a related field (or equivalent practical experience).
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)
- Committed to sustainability (we are all about speeding up the shift to a more sustainable world)
- Open minded, flexible and adaptable (we are constantly growing, changing and evolving)
- Confident in decision making
- Supportive
- Approachable
- Inclusive
- Resilient, working well under pressure
Why else you'll love it here:
- Great medical, dental, and vision insurance options including FSAs.
- Paid time off — we know working hard means also being able to recharge as needed, we trust our employees to get the work done and take the time they need.
- 401(k) plan with employer match.
- Parental leave. Biological, adoptive and foster parents are all eligible.
- Pre-tax commuter benefits.
- Flexible working environment: you need to shift around your schedule? You do you, we genuinely believe in work/life balance.
- Equity Options: every Octopus employee owns part of the business. We’re a team, working together towards huge goals. Every person is crucial to our success, you should be rewarded as such.
- Modern office or co-working spaces depending on location.
- We hire a wide range of experience levels into our delivery teams. The salary range for this role in NYC ranges on average from $185,000-$250,000 (with some flexibility) depending on relevant experience, role alignment, and technical/client management expertise demonstrated throughout the interview process. While the broad salary range is listed, not all candidates will be placed at the top of the range—this will be determined by the overall fit for the position. If you have questions about this, just ask! Our recruiters are happy to provide more context.
If this sounds like you then we'd love to hear from you.
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. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, 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. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
