Senior Client Delivery Lead - Customer Lifecycles

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) matching

Paid time off

Equity options

Flexible working environment

Job summary

Kraken seeks a Senior Client Delivery Lead in North America to align client needs with product, engineering and operations. You’ll lead cross‑functional delivery, build trusted client relationships, and shape technology solutions across billing, CIS, CRM and customer journeys.

This is a hands‑on, influential role requiring travel and onsite presence in NYC. You’ll drive fast, iterative delivery with Kraken’s teams, challenging traditional ways and delivering measurable improvements for our

Qualifications

• Senior-level domain experience in energy, billing, CRM or customer journeys.
• Strong agile delivery and product ownership capabilities.
• Excellent communication, collaboration and stakeholder management.
• Willingness to travel; onsite availability in North America.

Responsibilities

• Manage relationships with client counterparts, including product owners and business owners.
• Be the first contact for tech development and escalation for domain issues.
• Act as Kraken platform knowledge expert and triage incoming requests.
• Summarise client needs and priorities to guide ongoing development.
• Support engineering to deliver product features and improvements.
• Encourage iterative delivery and challenge traditional approaches.

Skills

Agile delivery

Product management

Customer journeys

Communications

Stakeholder management

Influencing skills

Delivery pipelines

Consulting experience

Regulatory compliance

Education

Bachelor's degree or equivalent

Tools

CRM systems

Billing systems

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.

Framework:

Kraken is looking for a Senior Client Delivery Lead to sit at the heart of how utility customers experience their energy provider. Working within our Customer Lifecycles team, you’ll connect client needs, product, engineering, and operational teams to shape and deliver technology that improves the customer journey from move-in to move-out and everything in between.

This is a hands‑on client leadership role for someone comfortable navigating complexity, challenging established ways of working, and turning business problems into scalable technology solutions. You’ll build trusted relationships with senior client stakeholders, influence product priorities, and help teams adopt Kraken’s fast, iterative approach to technology delivery.

We’re looking for someone with strong client delivery or product experience, a solid technical mindset, and exposure to areas such as energy, CRM, customer journeys, billing, or customer operations. Previous people leadership experience is important, but this remains an individual contributor role where you’ll lead through influence and execution.

You’ll have significant scope to shape how we work with clients, strengthen our delivery approach, and contribute to the continued growth of Kraken in North America.

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.

• 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 customers and 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 Tech is the right place for you.

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

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.

Are you ready for a career with us? We want to ensure you have the right tools and environment to unleash your potential. If you have any accommodation requests, please contact us at [e-mail]. We’ll do our best to tailor the experience to your needs so you can feel comfortable, confident and be at your best!

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’re looking for! At Kraken, we’re creating a team of genuine, honest, empathetic people. 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. 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.

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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.