Technical Account Manager (US)

Kraken•New York, NY

46d

About The Position

As a Technical Account Manager, youâll lead strategic technical relationships with some of Krakenâs largest utility and energy clients. This is a high-impact role at the intersection of technology, transformation, and sustainability.

Requirements

5+ years in a customer-facing technical role such as Technical Account Manager, Customer Success Engineer, Solutions Engineer, Enterprise Architecture or similar
Proven experience in managing and supporting technical implementations, ideally in SaaS, cloud services, or IT environments
Strong technical background, with knowledge of [e.g., cloud computing, APIs, databases, Python, Django, etc]
Industry experience in Energy & Utilities is highly desirable. Adjacent industries like telecommunications and infrastructure can also be considered
Ability to understand complex technical concepts and translate them into actionable insights for clients
Proficient in troubleshooting and problem-solving skills; able to navigate technical issues and provide prompt solutions
Analytical mindset with attention to detail and a proactive approach to identifying and solving problems
Customer and quality focus; highly effective at building and improving relationships Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities with a problem-solving, client-centric mindset
Bachelorâs degree, ideally in Computer Science, Information Technology, or a related field (or equivalent practical experience).

Responsibilities

Work with the Client Partner and Client Engineering to drive deep technical engagement, value realisation, and strategic alignment across your accounts through three core responsibilities:
Executive Technical Relationships
Act as a trusted technical advisor and confidant to senior stakeholders like the CIO and CTO
â«ï¸ Build and maintain strategic relationships with customer technology leaders in assigned accounts
â«ï¸ Translate Krakenâs technical vision into outcomes that resonate with executive priorities
â«ï¸ Serve as the primary technical liaison, providing expertise, guidance, and support throughout the customer lifecycle
â«ï¸ Participate in roadmap discussions, executive briefings, and planning sessions to ensure technical alignment at the highest levels
Kraken and Enterprise Architecture Technical Guide to Drive Value Realisation
Provide deep architectural guidance to connect customer ecosystems with Krakenâs platform
â«ï¸ Guide system design, integrations, and configuration aligned with both customer and Kraken architectural principles
â«ï¸ Drive solution design that ensures scalability, performance, and long-term maintainability
â«ï¸ Identify opportunities to unlock additional value through feature adoption, platform capabilities, and ecosystem fit
â«ï¸ Provide regular reports and updates on project status, performance metrics, and potential improvements
â«ï¸ Facilitate product rollouts, upgrades, and configuration changes for clients, managing change effectively and minimising disruption
â«ï¸ Risk Management & Escalation - Identify risks within client accounts and develop mitigation strategies
Kraken Day-to-Day Technical Expert, Liaison, and Advocate for the Client
Be the hands-on technical presence that ensures customer success in the everyday
â«ï¸ Triage and manage technical incidents in partnership with support and engineering teams
â«ï¸ Guide configuration and usage decisions to ensure best practices and optimal performance
â«ï¸ Provide hands-on support, troubleshooting, and technical insight to quickly resolve client issues
â«ï¸ Manage co-development efforts and joint technical initiatives to address complex issues and ensure successful outcomes
â«ï¸ Align product and customer roadmaps, advocate for customer needs internally, and provide feedback loops to product and engineering
â«ï¸ Act as a product advocate, gathering client feedback to influence product roadmap decisions.