Senior Client Success Manager (h/f/x) - CDI

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.

Who are we : Kraken Technologies launched to market four years ago, offering energy utilities one simple end-to-end customer management and local flexibility optimization solution (Kraken) to help them and their customers transition to a decarbonized future. The Kraken platform is effectively the operating system for utilities, at the core of how they run their business. 

Octopus Energy Group is a global energy transition company touching nearly every point in the energy value chain. It is one of energy-tech’s fastest-growing private companies, having won innumerable prizes in just 8 years of existence.

Kraken Technologies is growing rapidly, disrupting the incumbent tech landscape, with over 50 million end customer accounts contracted across 9 markets globally and managing the optimization of over 65GW. 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 100 million customer accounts on the platform by 2027. 

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 the energy sector is in that moment.

Our Kraken software and operating model enable our energy clients to lead this shift while enhancing their operational effectiveness. The accelerated adoption of Kraken means we need someone to lead major client implementation programs to deliver world-changing results. Are you that leader? 

Your Mission:

• Be a Kraken Ambassador: you will be responsible for convincing clients that our model is the best way to run their business! You will lead by example with the best practices and key behavioural principles to clients, emphasising their positive impact on both the organisation and its people
• Recruitment: You will be a key part of the client recruitment transformation: you will help in process planning and execution, with a focus in reducing biases and ensuring diversity
• Coaching & Mentoring: you will coach and mentor senior client leaders and your team members, providing bespoke advise to push their customer service to the next level.
• Leadership Development: you will be involved in leadership programs about Influential Management, Assertive Communication and Principled Decision-making (amongst many others sections!)
• Lead Transformation: you will define a clear agreement for transitioning to the next phase, build trustworthy relationships rapidly whilst pushing clients and your team towards transformation. You will provide psychological safety, encouragement, and coaching to empower both the client and the internal team to solve problems.

What You'll Need to Have

• Culture: for this position we are looking for people who are passionate about helping clients, committed to sustainability, open-minded, flexible and adaptable (we are constantly growing, changing and evolving), confident in decision-making, resilient (working well under pressure) and who believe in big ambitions and small egos.
• Experience in the Utilities industry (preferably in France) AND/OR strong experience of leading aspects of operational transformation programmes, ideally in utilities.
• Ability to communicate independently and with confidence with senior stakeholders (both in presentations, and meetings)
• Proven experience in building relationships and trust with the clients: a flair for influencing and natural ability to “sell” Kraken’s ways of working and promote it’s benefits
• Ability to Instil confidence in the ways of working, showcasing Kraken’s credibility and trustworthiness.
• Experience implementing workstreams and processes.
• Experience implementing and delivering training/onboarding programs.
• Curiosity and empathy/pedagogical skills in order to help clients visualise their pain-points and commit to working with them to overcome themFluent in both French and English (written and spoken) is a must!
• This position is based in Paris. If you live outside of Paris, please note that there will be regular travelling to Paris (probably every week)