Technical Account Manager

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 Customer**

What we do: build the most AI-driven, innovative, forward-thinking platform for energy management. From optimizing resources to delivering cost-effective, exceptional customer experiences through advanced Customer Information Systems (CIS), billing, meter data management, CRM, and AI-driven communications, Kraken is powering the next wave of innovation in the energy industry.

Why we do it: future energy will not look like energy as we know it today. We need to not just think about our future, but build for it. Now.

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.

**What you'll do**:

- Build and maintain strong, trusted relationships with key stakeholders at assigned accounts.
- 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.

**Provide hands-on support, troubleshooting, and technical insight to quickly resolve client issues.**
- 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.

**Project & Account Management**
- 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.
- 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.

**Risk Management & Escalation**
- Identify risks within client accounts and develop mitigation strategies.
- 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.

**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._
- 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_