Customer Success Manager - Japan

Number of employees

3800

Tokyo, JP, Japan

Posted on: 2024-03-22

Category: energy

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Expired

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

Kraken Technologies is a company within Octopus Energy Group who are licensing the Kraken software platform and operating model to clients. Current clients are both the Octopus Energy Retail businesses around the world as well as external clients such as Tokyo Gas, Origin, EDF, E.ON & Queensland Energy - with many more expected to join over the next few years!

We have been licensing Kraken for over 5 years now, 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 at the forefront of industry. We are simultaneously leading migrations whilst setting a new standard for what business transformation can look like.

You will be responsible for Client Success with one of our clients in Japan, who are on the Kraken platform. Your main focus will be to:
-  Ensure that key business stakeholders continue to be satisfied with the value they are getting from us
-  Expand the collaboration into new areas of joint business
-  Build relationships with the broader group. This is also likely to include key partners to our clients (lifeline agencies, field sales teams, etc.)

As we scale our business, we need to work incredibly dynamically, so this role is likely to evolve rapidly. You must enjoy defining your own tasks whilst making sure they fit with our Kraken go-to-market strategy and the approach of your colleagues. You are ambitious on behalf of both Kraken and your client, willing to roll your sleeves up to get to the nitty gritty of a problem. You must be willing to challenge beliefs, have the ability to see through multiple viewpoints and, if needed, reach beyond your remit to support your client. We are building a Kraken for everyone, a universal platform where there is greater benefit in sharing development to enable the green energy transition. Pioneers in this space, we are excited about how Kraken can change the lives of our clients and are convinced that Kraken is the best answer, not only for efficiency but as a tool to tackle the climate crisis. If you believe this too then Kraken Technologies is the right place for you.


What will you be doing?

  • Own the client relationship as the primary point of contact for Kraken 
  • Make sure the client continuously sees value in the relationship, by aligning on success criteria and overseeing our ongoing technology, operations and business engagements
  • Understand your client’s business strategy and challenges, anticipating how collaboration with other parts of Kraken can accelerate their success. Orchestrate internal and partner resources to seize these new opportunities
  • Accountable for client revenue, ensuring alignment between contractual commitments, delivery and invoicing
  • Regularly monitor the quality of the client relationship and facilitate joint governance sessions with senior management on both sides. Anticipate deviations and manage expectations

  • What you'll need

  • Relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a plus! 
  • Must be fluent in Japanese and English 
  • Self-motivated, proactive team player with innovate ideas to increase customer loyalty and Kraken best practice adoption. 
  • Strong interpersonal skills and experience building relationships
  • Diplomacy, tact and poise under pressure when working through customer issues
  • Communication skills that will be the envy of the office! 
  • Why else you'll love it here

  • Our company culture - We won best company to work for in 2022, on Glassdoor we we're voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people 
  • Flexible working environment - genuine work life balance here, we are in the top 5 companies in the UK, we treat you as a human, and do our best to make work and life merge smoothly together 
  • Relaxation - we don’t count your holidays here, we work hard, and so we know you need to play hard as well (within reason of course) 
  • Equity Options Scheme - you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success 
  • Office culture - have a certain tech requirement? We’ll do our best to get it. Our offices are also stocked with fruit, breakfast, great coffee and soft drinks. Weekly on a Friday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner 
  • Your development is important - we support and help with development including internal and external courses, learning, study support etc, all bespoke to you 
  • Why this role is different and why to apply…

  • This is an opportunity to be part of the business that is changing the face of the energy industry and revolutionizing what the future energy systems will look like for businesses and consumers. We are looking for someone who is experienced and eager to challenge and disrupt the industry and the traditional incumbent tech players.
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