Work with the Client Partner and Client Engineering to drive deep technical engagement, value realisation, and strategic alignment across your accounts
Act as a trusted technical advisor and confidant to senior stakeholders like the CIO and CTO
Build and maintain strategic relationships with customer technology leaders in assigned accounts
Translate Kraken’s technical vision into outcomes that resonate with executive priorities
Serve as the primary technical liaison, providing expertise, guidance, and support throughout the customer lifecycle
Participate in roadmap discussions, executive briefings, and planning sessions to ensure technical alignment at the highest levels
Provide deep architectural guidance to connect customer ecosystems with Kraken’s platform
Guide system design, integrations, and configuration aligned with both customer and Kraken architectural principles
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
Provide regular reports and updates on project status, performance metrics, and potential improvements
Facilitate product rollouts, upgrades, and configuration changes for clients, managing change effectively and minimizing disruption
Identify risks within client accounts and develop mitigation strategies
Triage and manage technical incidents in partnership with support and engineering teams
Guide configuration and usage decisions to ensure best practices and optimal performance
Provide hands-on support, troubleshooting, and technical insight to quickly resolve client issues
Manage co-development efforts and joint technical initiatives to address complex issues and ensure successful outcomes
Align product and customer roadmaps, advocate for customer needs internally, and provide feedback loops to product and engineering
Act as a product advocate, gathering client feedback to influence product roadmap decisions.

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
Bachelor’s degree, ideally in Computer Science, Information Technology, or a related field (or equivalent practical experience).

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

cloud computingAPIsdatabasesPythonDjangotechnical implementationssolution designsystem designintegrationconfiguration

Soft skills

problem-solvingtroubleshootinganalytical mindsetattention to detailcustomer focusrelationship buildingcommunicationstrategic alignmentproactive approachadaptability

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Information Technologyrelated field degree