Client Transformation Director

Kraken•New York, NY

13d•$220,000 - $300,000•Hybrid

About The Position

This role serves as the primary delivery leader for a major North American utility transformation, acting as the face of Kraken to the client. It's a high-profile position requiring collaboration with a dedicated internal team, including Client Delivery Leaders and a Client Engineering team, as well as the broader 1000+ person Product and Engineering organization. The ideal candidate will be comfortable briefing C-suite executives of billion-dollar utilities and maintaining a detailed understanding of complex dependencies across multiple work streams to guide and support delivery leaders. The role is responsible for the successful execution of client implementation programs using the Build-Operate-Transfer methodology, encompassing technology, business operations, and cultural transformation. The focus is on finding solutions that accelerate delivery and reduce risk, developing deep trust with C-suite clients, leading teams, prioritizing outcomes, and communicating effectively with all stakeholders. The role also involves demonstrating Kraken's business value, building a sustainable governance model, setting program direction, managing expectations, removing blockers, and reporting progress. Embodying Kraken's ways of working, providing support and feedback, and reinforcing psychological safety are also key aspects.

Requirements

Extensive experience in Regulated Utilities (ideally in the North American market)
Strong experience leading large, enterprise-level technology implementations and the significant transformation of business operations, ideally in utilities or similar industries (e.g. telecom, public sector)
Proven experience with C-suite clients, leading strategic conversations, negotiating win-wins, and advising on business transformation
Hands-on leader of global implementation teams consisting of experts representing implementation, product, data, engineering, change management, and enablement
Problem solver with an ability to focus conversations on the things that truly matter
Ability to understand what success looks like for the client and laser-focused on how to enable them to achieve that without always saying yes
Team player who can work effectively with national and global teams across Kraken
Excellent communication and facilitation skills. You are well respected with a natural gravitas
Client and quality focus; highly effective at building and improving customer relationships as peers
Mobile - You will be expected to invest in face-to-face relationship building with our clients and internal teams. Frequent travel will be expected.
Passionate about helping clients (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 and fun to work with
Inclusive
Resilient, working well under pressure
Believe in big ambitions and small egos
Embrace the servant leadership philosophy
Must have the right to work in the country they are applying to, at the time of application. Visa sponsorship is not offered.

Responsibilities

Be accountable for the successful execution of client implementation programs using our Build-Operate-Transfer methodology, which covers technology, business operations and culture transformation
Find solutions that bring our clients into the new software and operating model that both accelerates delivery and reduces risk
Develop deep trust with our C-suite client executives
Lead a team of Client Delivery Leads across functional delivery areas
Prioritise outcomes and delivery from a team of Client Engineers directly supporting this transformation, while collaborating with our VP of product for Vertically Integrated Utilities to ensure the entire 1000+ person development team at Kraken is delivering the capabilities required to exceed our client’s expectations
Communicate effectively to stakeholders at all levels, both internally and externally
Continuously demonstrate Kraken’s business value to the client and build a governance model which can last once the implementation program is completed
Set the direction and pace for implementation program execution. Managing internal and external expectations, removing blockers and making prioritisation decisions to enable successful client transformations
Understand the implementation program details and report progress to the client and internal stakeholders
Embody the Kraken ways of working. Provide support and feedback to members of the Kraken team and reinforce an environment of psychological safety.