Senior Client Delivery Lead

kraken; New York (NY); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan with employer match

Parental leave

Pre-tax commuter benefits

Flexible working environment

Equity options

Modern office or co-working spaces

Job summary

Kraken seeks a Senior Client Delivery Lead to manage North American client technology transformation journeys, coordinating with Kraken teams and client stakeholders. The role focuses on delivering migration projects and long-term technology needs across domains such as billing, finance, and CRM.

You will work closely with product managers and developers to translate client requests into Kraken platform enhancements, and you will travel to client sites across the country as needed.

Qualifications

• Senior-level domain experience in Energy, billing systems, CRM or related fields.
• Proven track record with agile delivery and product ownership.
• Strong interpersonal and presentation skills; able to influence stakeholders.

Responsibilities

• Manage relationships with client stakeholders (product owners, business owners).
• Be the first contact for technical development and escalation with customers for domain issues.
• Act as knowledge base for Kraken Platform and triage client requests.
• Summarise client needs and timelines to enable Kraken platform development.
• Support engineering to deliver product features and improvements.
• Drive continuous iteration and client adoption of Kraken delivery methods.

Skills

Agile delivery

Product management

Customer journeys

Communication skills

Stakeholder management

Delivery pipelines

Consulting experience

Regulatory compliance

Domain knowledge (Energy/Billing/CRM)

Technical leadership

Education

Degree qualified equivalent

Tools

Miro

Office suite

Job description

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 create the technology that redefines utilities and unlocks a new energy system of the future. By optimising renewable generation, building a more intelligent grid, and empowering utilities to deliver an exceptional customer experience, our operating system is transforming the industry worldwide.

It’s an incredibly exciting time to work in energy. Join us on our mission to improve the lives of ONE BILLION humans within the decade and shape a cleaner, better future for everyone.

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.

We have been licensing Kraken for over 4 years, 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 setting a new standard for what business transformation can look like.

You will be joining the client delivery team with Kraken working to support North American clients through their technology transformation journeys, supporting new and long term migration projects.

The Client Delivery Lead has direct responsibility for managing a tech domain (billing, finance, comms..) for our client projects. This is either migrating onto our Kraken platform or managing long term technology requirements. They need to work in partnership with the technology and operational teams at Kraken as well as the client to deliver results for our client’s project or business needs.

The Senior Client Delivery Lead has to really understand how Kraken works, understand problems or requests raised by the client and refine solutions in the best way to leverage existing and new capability. They will bring technology, people and processes together to innovate improvements for our clients. You will also support the client in adapting to ways of working that are aligned to Kraken’s development style. You will work closely with Kraken’s product managers and developers to request development needs and act as a link to the client.

There are 9 domains across our Delivery teams, with this opening being with our Customer Lifecycles Delivery Team. This position sits at the heart of the customer experience, shaping how millions of utility customers interact with their provider from move-in to move-out and everything in between. The team is looking for someone who can connect people, processes, and technology across the utility ecosystem, navigate ambiguity, and design solutions that improve the customer journey at every stage.

What You'll Do

• You will be managing the relationship with client counterparts (often product owners and business owners)
• You will be the first point of contact for tech development and the escalation and resolution point with customers for specific domain/product issues
• Being the knowledge base of how Kraken works and how we deliver Kraken Platform
• Triaging incoming requests and communicating client priorities internally.
• Summarising and articulating client needs, considerations, timelines internally to enable the ongoing development of the Kraken platform.
• Supporting the engineering team to deliver product features
• Challenging the client to think differently about tech development, having full belief in the continuous iteration and deployment approach we have.

This is a hands-on, individual contributor position - with opportunity for leadership formally via line management and leadership expertise expected day-to-day in driving delivery and initiatives across your team & peers, the engineering teams, and the global product teams. The role is North America based and your projects could be run from any state, travel is expected as part of this role.

We are a flat and agile organization and plan to remain this way. We are looking for open minded individuals who are comfortable with ambiguity and an ever changing environment. To thrive here you must be a self-starter and willing to roll your sleeves up to solve any problem, constantly flexing outside of your typical job role to drive progress for our clients and organization.

You must be committed to the Kraken way of delivering tech based on simplicity, client benefit and efficiency while bringing stakeholders through a journey of change.

You must be willing to challenge beliefs, have the ability to see through multiple viewpoints and, if needed, reach beyond your remit to support the client.

What You'll Need

• At senior level we require relevant domain experience across one of the following areas (Energy, billing systems, CRM, customer journeys, data, DERMS, energy market experience, ERCOT, payments, commercials).
• Strong agile delivery experience
• Experience of product management and customer journeys
• Solid understanding of technology and associated trends
• Excellent communications, collaboration and presentation skills
• Strong influencing skills and ability to challenge traditional ways of thinking
• Experience of working with significant complex delivery pipelines for clients
• Patience - our clients are undergoing huge transformations that take time and require our understanding
• Consulting experience is a plus
• Regulatory compliance experience is a plus
• We have a new office in New York City and will need you to be onsite 3+ days a week. There will also be travel to client sites across the country at regular intervals.

Experience / Qualifications needed:

• Technical mindset, experience in the energy supply sector and with customer journeys
• Degree qualified equivalent, with strong client delivery and/or product ownership experience
• Experience in client facing roles and stakeholder management
• Experience in managing technical product or projects
• Exceptional interpersonal skills
• Proficient in tools such as Miro and office suite

Culture fit:

• Passionate about leading, motivating and developing others
• Passionate about helping customers (without them, we don’t exist)
• Passionate about technology (we are a tech business disrupting energy)
• Committed to sustainability (we are all about speeding up the shift to a more sustainable world)
• Open minded, flexible and adaptable (we are constantly growing, changing and evolving)
• Confident in decision making
• Supportive
• Approachable
• Inclusive
• Resilient, working well under pressure

Why You'll Love it Here

• Great medical, dental, and vision insurance options including FSAs.
• Paid time off — we know working hard means also being able to recharge as needed, we trust our employees to get the work done and take the time they need.
• 401(k) plan with employer match.
• Parental leave. Biological, adoptive and foster parents are all eligible.
• Pre-tax commuter benefits.
• Flexible working environment: you need to shift around your schedule? You do you, we genuinely believe in work/life balance.
• Equity Options: every Kraken employee owns part of the business. We’re a team, working together towards huge goals. Every person is crucial to our success, you should be rewarded as such.
• Modern office or co-working spaces depending on location.
• The salary range for this senior role in NYC ranges on average from $140,000-$200,000 depending on relevant experience, role alignment, and technical/client management expertise demonstrated throughout the interview process. While the broad salary range is listed, not all candidates will be placed at the top of the range—this will be determined by the overall fit for the position. If you have questions about this, just ask! Our recruiters are happy to provide more context.

Kraken is a certified Great Place to Work in France, Germany, Spain, Japan, Australia, and USA. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5. Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture.

As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.

*Our (i) Applicant and Candidate Privacy Notice and Artificial Intelligence (AI) Notice, (ii) Website Privacy Notice and (iii) Cookie Notice govern the collection and use of your personal data in connection with your application and use of our website. These policies explain how we handle your data and outline your rights under applicable laws, including, but not limited to, the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Depending on your location, you may have the right to access, correct, or delete your information, object to processing, or withdraw consent. By applying, you acknowledge that you’ve read, understood and consent to these terms

Please note that, in line with our current recruitment policy, we are unable to offer visa sponsorship for this position; applicants must have the right to work in the country that they're applying to, at the time of application.