Senior Client Implementation Lead - Operations

About Us

Kraken Tech is an innovative global company that licenses the Kraken software platform and operating model to transform businesses. With an established presence in utilities worldwide, we’re expanding our footprint across North America. This role is central to our collaboration with clients and their customer operations teams.

Members of the Kraken team are role models for our operating model, guided by simplicity, customer benefit, and efficiency in every decision. We’re passionate about how Kraken can improve the lives of team members in other organisations and confident that it’s the best solution—not only for businesses but also as a tool to address the climate crisis. If you share this belief, Kraken is the right place for you.

Key Skills

• Coaching and Support: Coach leaders on effectively managing the Kraken operating model. Provide continuous support to leaders and team members in their day-to-day activities.
• Operational Setup: Set up key operational processes within the client, including scheduling, skills academy, and functional processes like billing. Deliver leadership development programs and skills academy training to team members.
• Communication & Self-awareness: Listen and understand the client approach and flex to make them feel safe, excited, and committed. Understand the impact of your choice of tone, words, and actions when speaking with clients.
• Flexibility and Adaptability: Be comfortable with change, acknowledging the significant transformation clients are undergoing. Embrace internal movement, travel, and varied strategies.
• Curiosity and Initiative: Focus on detail, passion for self-learning, and willingness to experiment. Help clients visualize their pain points and commit to working with them to overcome challenges.
• Influence and Relationship-building: Utilize strong influencing skills to drive change, especially with resistant stakeholders and bad practices. Build trustworthy relationships rapidly, pushing clients and your team to create positive transformations.
• Delivering Content: Use clear, well-formatted slides to effectively teach and influence clients. Build creative and engaging training materials for clients and the global implementation team. Comfortable delivering to groups of all levels, from entry to directors.
• Using Data: Analyze reports on data platforms to provide insights on performance. Use Excel/sheets to perform detailed analysis to influence client decisions.

Responsibilities

• Kraken Ambassador: Champion the Kraken model! Live and breathe what we preach and be comfortable convincing clients that it’s the best way to run their business. Communicate best practices and key behavioral principles to clients, emphasizing their positive impact on both the organization and its people.
• Recruitment: Lead by example, identifying the best talent with a lens on reducing bias and championing diversity. Be a key part of the client recruitment transformation.
• Coaching & Mentoring: Thrive in a 1:1 setting, working on the development of client leaders and specialists. Provide bespoke advice and coaching to push clients to the next level.
• Leadership Development: Be involved in high-level group programs focusing on Influential Management, Assertive Communication, and Principled Decision-making.

Requirements

• Fluent in English (written and spoken).
• North American Energy Industry experience is a must for a senior-level role.
• This role is based out of our New York office, but you will be expected to travel frequently to varying locations across North America, including the west coast.
• Ability to understand what success looks like for a client.
• A flair for influencing and a natural ability to “sell” different ways of working.
• Proven experience in building relationships and trust with clients.
• Right to live and work in the United States.

Benefits

• Great medical, dental, and vision insurance options including FSAs.
• Paid time off — 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: adjust your schedule as needed; we genuinely believe in work/life balance.
• Equity Options: every Octopus employee owns part of the business.
• Modern office or co-working spaces depending on location.

Pay

This is a senior-level role and the salary range in NYC averages from $150,000-$200,000 depending on your level, relevant experience, and interview performance. Not all candidates will be placed at the top of the range—this will be determined by the overall fit for the position.