Senior Client Delivery Lead

Kraken•New York, NY

4d•$140,000 - $200,000•Hybrid

About The Position

Kraken is a technology company focused on creating a smart, sustainable energy system. We are looking for a Senior Client Delivery Lead to join our client delivery team, supporting North American clients through their technology transformation journeys. This role involves managing a tech domain (billing, finance, comms) for client projects, either migrating onto the Kraken platform or managing long-term technology requirements. The ideal candidate will understand how Kraken works, refine solutions to leverage existing and new capabilities, and bring technology, people, and processes together to drive improvements. This position is part of the Customer Lifecycles Delivery Team, focusing on the customer experience from move-in to move-out. The role requires connecting people, processes, and technology, navigating ambiguity, and designing solutions to improve the customer journey. It is a hands-on, individual contributor position with opportunities for leadership, requiring comfort with ambiguity and an ever-changing environment. Commitment to Kraken's way of delivering tech (simplicity, client benefit, efficiency) and willingness to challenge beliefs are essential. The company is building a universal platform to accelerate the green energy transition.

Requirements

Relevant domain experience at a senior level 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, understanding that clients are undergoing huge transformations that take time
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
Passionate about leading, motivating and developing others
Passionate about helping customers
Passionate about technology
Committed to sustainability
Open minded, flexible and adaptable
Confident in decision making
Supportive
Approachable
Inclusive
Resilient, working well under pressure
Must have the right to work in the country they are applying to

Nice To Haves

Consulting experience
Regulatory compliance experience

Responsibilities

Managing the relationship with client counterparts (often product owners and business owners)
Serving as the first point of contact for tech development and the escalation and resolution point with customers for specific domain/product issues
Acting as the knowledge base of how Kraken works and how we deliver the Kraken Platform
Triaging incoming requests and communicating client priorities internally
Summarizing and articulating client needs, considerations, and 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, embracing a continuous iteration and deployment approach
Driving delivery and initiatives across your team & peers, engineering teams, and global product teams
Supporting the client in adapting to ways of working aligned with Kraken’s development style
Working closely with Kraken’s product managers and developers to request development needs and acting as a link to the client