Client Success Manager

Octopus Energy

3800

Santander, ESP, USA

Posted on: 2024-09-02

Category: energy

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Employment type:

Full time

Experience required:

Intermediate

Salary

Salary not provided

About the company:

We're on a mission to make a big green dent in the universe by building a truly sustainable energy system globally.

That means making power greener, smarter, and more affordable for everyone.

We put customers at the heart of everything we do: with always-fair prices, transparency and outrageous customer service.

We drive system change: with transformative tech to make renewable energy the norm and end global reliance on fossil fuels.

Octopus Energy Group is made up of 10 businesses spanning 6 countries across 3 continents, including: Octopus Energy Retail, Kraken Technologies, Octopus Energy Generation, Kraken Flex, Octopus Electric Vehicles, and the Octopus Centre for Net Zero. More on OEG @ octopusenergy.group

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?

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 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.

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 Spain) 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 them

Fluent in both Spanish and English (written and spoken) is a must!

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