Customer Success Operations Analyst in London

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.

About the role

As a Customer Success Operations analyst, you’ll be a part of the Customer Success Beehive (operations team), working to scale customer success for the future of Kraken. This role is a chance to join customer success at a pivotal point in our Kraken growth journey. This role will be at the heart of scaling customer success, putting in place the systems, data, tools and processes needed to turbo charge Kraken Customer Success, drive exceptional client outcomes and operational efficiency. The role partners closely with Delivery, Sales, Product, Engineering, Finance, Client Value, and the entire Customer Success organization. You'll be a key part of the team helping make Customer Success more scalable, data-driven, and business-aligned as we expand globally.

What you’ll be doing:

• Lead agile projects to launch new tools, dashboards, and workflows. From scoping to adoption, you’ll make sure we have what the team needs in place.
• Develop the set-up and usage of our client management tooling and act as the business owner for core CS tools (e.g. HubSpot, Pylon, Lightdash). You’ll prioritise improvements, shape the roadmap, and drive adoption across teams.
• Establish automated reporting, integrated into our current systems, to enable Customer Success to understand performance and deliver data-driven advice and strategies internally and with clients.
• Run workshops with Customer Success teams to understand the needs and pain points for the team and their clients, then translate them into practical tooling and process improvements.
• Create client ready content for launching new initiatives.
• Support the growth and scaling of the Customer Success Practice across Kraken, establishing and documenting best practice in our playbook.
• Develop deep partnerships with teams across Kraken to align ways of working and integrate systems.

What You will Bring:

• Operations: An understanding of how business operations supports customer success and organisational scaling.
• Analytical skills: Experience creating dashboards and drawing insight from them. Ability to write simple SQL queries.
• Tooling: Experience implementing enterprise CRM and service support tooling.
• Project delivery skills: Experience running agile projects using tools like Asana (or similar).
• Stakeholder management: Confident in managing both internal and external stakeholders and can communicate clearly and concisely at a senior level.
• Confident operating across functional teams including sales, marketing and delivery.
• Experience in SaaS software Customer Success (desired but not required).

In-office - If not designated as remote, commitment to being in a regional office (or with clients/ team members in person) 2 or more days per week.

If this sounds like you then we'd love to hear from you! Kraken is a certified Great Place to Work in France, Germany, Spain, Japan, Australia, and USA. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5.

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. If you have any specific accommodations or a unique preference, please contact us at [email protected] 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 Kraken, 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. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.

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