At a Glance
- Tasks: Lead technical relationships with Telco clients and support their technology transformation journeys.
- Company: Join Kraken, a tech company revolutionising the energy sector for a sustainable future.
- Benefits: Enjoy a competitive salary, flexible work options, and a supportive team culture.
- Other info: Be part of a dynamic team that values innovation, inclusivity, and personal growth.
- Why this job: Make a real impact in the energy industry while working with cutting-edge technology.
- Qualifications: 10+ years in a customer-facing technical role, preferably in Telco or SaaS environments.
The predicted salary is between 40500 - 49500 £ per year.
Overview 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.
Kraken Utilities is a new team charged with extending the Kraken platform to water and broadband industries.
The Kraken Utilities team has grown to 120+ people (engineers, product, implementation, strategy) with 1800+ people in the broader Kraken world.
You will be joining the Customer Success team at Kraken to support Telco clients through their technology transformation journeys after migration to Kraken.
As a Technical Account Manager, you'll lead strategic technical relationships with Kraken's largest utility clients, in a high-impact role at the intersection of technology, transformation, and operations.
What you'll do
- Customer Relationship Management
- Be the primary technical liaison (Kraken day-to-day expert), providing expertise, guidance and support through the customer life cycle - be the trusted technical advisor for assigned accounts in the Telco domain
- Develop understanding of client business processes, technical environment, and goals
- Maintain strong relationships with client stakeholders (IT, business units, operations)
- Manage co-development efforts and joint technical initiatives to address complex issues and ensure successful outcomes
- As a product advocate, align product and customer roadmaps, advocate for customer needs internally, and provide feedback loops to product and engineering
- Kraken and Enterprise Architecture Technical Guide to Drive Value Realisation
- Drive solution design that ensures scalability, performance, and long-term maintainability
- Identify opportunities to unlock additional value through feature adoption, platform capabilities, and ecosystem fit
- Facilitate product rollouts, upgrades, and configuration changes for clients, managing change effectively and minimising disruption
- Proactive Account Oversight
- Monitor performance, usage, and adoption of the solution
- Identify risks and recommend preventative measures before they impact operations
- Track SLAs, KPIs, and compliance requirements
- Escalation Management
- First point of escalation for technical issues
- Facilitate resolution by working closely with product and engineering support (where applicable)
- Strategic Advisory
- Align product roadmap and enhancements with customer needs
- Support long-term customer success planning and retention efforts
- What you'll have
- 10+ years in a customer-facing technical role such as Technical Account Manager, Customer Success Engineer, Solutions Engineer, Enterprise Architecture or similar in the Telco domain
- Proven experience in managing and supporting technical implementations, ideally in Saa S, cloud services, or IT environments
- Industry experience in Telco and BSS systems implementation is highly desirable
- Strong technical background, with knowledge of cloud computing, APIs, databases, Python, Django, etc
- 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
- Culture Fit
- Passionate about leading, motivating and developing others
- Passionate about helping customers (without them, we don't exist)
- Passionate about technology (we are a tech business disrupting energy)
- Open minded, flexible and adaptable (we are constantly growing, changing and evolving)
- Confident in decision making
- Supportive
- Approachable
- Inclusive
- Resilient, working well under pressure
Kraken is a certified Great Place to Work in France, Germany, Spain, Japan and Australia.
In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.7.
Check out our Welcome to the Jungle site to learn more about our teams and culture.
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 and we'll do what we can to customise your interview process for comfort and maximum magic!
Our equal opportunity statement: Kraken is an equal opportunity employer.
We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.
Privacy notices: Applicant and Candidate Privacy Notice and AI Notice, Website Privacy Notice and Cookie Notice govern the collection and use of personal data in connection with your application and use of our website.
By applying, you acknowledge that you've read, understood and consent to these terms.
#J-18808-Ljbffr
Technical Account Manager - Telecoms employer: Octopus Energy Ltd
Join a dynamic and supportive team as a Sales Executive in the vibrant Central Belt of Scotland, where you'll enjoy the freedom of working across various venues and locations. With a competitive salary, uncapped commission, and comprehensive training, this role offers excellent opportunities for personal and professional growth while allowing you to engage with customers face-to-face and make a real impact. Experience a rewarding work culture that values enthusiasm, communication, and teamwork, making it an ideal place for those looking to build a successful career in sales.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager - Telecoms
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Octopus Energy Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Octopus Energy Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager - Telecoms
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Octopus Energy Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Octopus Energy Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Octopus Energy Ltd!
How to prepare for a job interview at Octopus Energy Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
