Customer Success Delivery Manager

at  Octopus Energy Group

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’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.
It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.

KRAKENFLEX

The energy industry is undergoing the largest transformation since industrialisation at an unprecedented rate of change and we are positioning ourselves to be at the heart of that change.
Our aim is to be the leading global provider of solutions that enable customers to release £30bn of value per annum from distributed energy resources (DERs). We are building a Software as a Service (SaaS) subscription business with a global addressable market of £2.4 billion per annum, by digitally connecting hundreds of thousands of DERs with energy markets.
We have already attained a market leading position and KrakenFlex is a recognised thought leader and innovator in the industry. Our efforts have not gone unnoticed and we are pleased to announce that we now have the full support and backing of Octopus Energy, an award-winning UK energy supplier who share our passion and values.
As we enter a stage of rapid commercialisation and growth, we’re looking for a Customer Success Delivery Manager to ensure we continue to offer Outstanding Customer service across our EU Region. We put customers at the heart of everything we do and we’re looking for someone with a customer centric approach to help support our Customer Success Engineers and product teams.

WHAT YOU’LL LOVE ABOUT US

• Octopus Energy is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about!
• What do you get? Click here

IF THIS SOUNDS LIKE YOU THEN WE’D LOVE TO HEAR FROM YOU.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we’ll do what we can to customise your interview process for comfort and maximum magic!
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 hire. Across Octopus, we’re looking for genuinely decent people who are honest and empathetic. 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. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone

• Own end-to-end customer support processes & tooling, driving to self-serve where possible, championing issues raised by clients, and ensuring outstanding customer service & response within SLAs
• Enhance the overall client experience through strategic analysis & reporting
• Proactively manage stakeholder expectations, and communicate progress to internal and external stakeholders on a regular basis
• Proactively manage risks and communicate any issues and mitigation strategies clearly to stakeholders, removing blockers and impediments to delivery where possible
• Ensure production service SLAs (e.g. availability, incident resolution) are achievable, monitored and reported on, driving a continuous improvement culture
• Develop and implement best practices, processes, and procedures for Outstanding Customer Service
• Foster a collaborative and positive team environment
• Work closely with our Customer Success Engineers
• Providing accurate and regular reports on service performance
• Own end-to-end incident management process quality, including out-of-hours oncall, 24x7 support & customer communications, leveraging tooling from SRE/Observability platform teams