Client Delivery Lead - Customer Operations

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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 optimizing 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 Tech is an innovative global company that licenses the Kraken software platform and operating model to transform businesses. With an established presence in utilities worldwide, we’re expanding our footprint across North America. This role is central to our collaboration with clients and their customer operations teams.

Members of the Kraken team are role models for our operating model, guided by simplicity, customer benefit, and efficiency in every decision. We’re passionate about how Kraken can improve the lives of team members in other organisations and confident that it’s the best solution—not only for businesses but also as a tool to address the climate crisis. If you share this belief, Kraken is the right place for you.

• Coaching and Support – Coach leaders on effectively managing the Kraken operating model;
  Provide continuous support to leaders and team members in their day-to-day activities
• Operational Setup – Set up key operational processes within the client, including scheduling, skills academy, and functional processes like billing;
  Deliver leadership development programs and skills academy training to team members
• Communication & Self‑awareness – Able to listen and understand the client approach and flex it to make them feel safe, excited and committed;
  Understand the impact of tone, words and actions when speaking with clients
• Flexibility and Adaptability – Comfortable with change, acknowledging the significant transformation clients are undergoing;
  Embrace internal movement, travel and varied strategies
• Curiosity and Initiative – Focus on detail, passion for self‑learning, willingness to experiment;
  Curiosity in helping clients visualize pain‑points and commit to overcoming them
• Influence and Relationship‑building – Use strong influencing skills to drive change, especially with resistant stakeholders;
  Build trustworthy relationships rapidly, pushing clients and the team to create positive transformations
• Delivering Content – Using clear, well‑formatted slides to effectively teach and influence clients;
  Build training materials that are creative and engaging;
  Deliver relaxed presentations to groups of all levels, from entry to directors
• Using Data – Analyze reports on data platforms to provide insights on performance;
  Use Excel or sheets to perform detailed analysis to influence client decisions

• Kraken Ambassador – Champion the Kraken model;
  Live and breathe the principles and convince clients that it’s the best way to run their business;
  Communicate best practices and key behavioral principles to clients, emphasizing their positive impact on both the organization and its people
• Recruitment – Lead by example, identifying the best talent with a lens on reducing bias and championing diversity;
  Be a key part of the client recruitment transformation
• Coaching & Mentoring – Thrive in a 1:1 setting, working on the development of client leaders and specialists;
  Provide bespoke advice and coaching to push clients to the next level
• Leadership Development – Be involved in high‑level group programs focusing on Influential Management, Assertive Communication and Principled Decision‑making among many other sections

• Fluent in English (written and spoken)
• North American Energy Industry experience
• Role based out of our New York office; expected to travel frequently across North America, including the west coast
• Ability to understand what success looks like for…