Customer Success Manager - Japan

Kraken Technologies is a company within Octopus Energy Group who are licensing the Kraken software platform and operating model to clients. Current clients are both the Octopus Energy Retail businesses around the world as well as external clients such as Tokyo Gas, Origin, EDF, E.ON & Queensland Energy - with many more expected to join over the next few years!
We have been licensing Kraken for over 5 years now, transforming businesses by not only moving their customer base to our Kraken platform but also changing their operating model & ways of working. Throughout this time, our team has been at the forefront of industry. We are simultaneously leading migrations whilst setting a new standard for what business transformation can look like.
You will be responsible for Client Success with one of our clients in Japan, who are on the Kraken platform. Your main focus will be to:- Ensure that key business stakeholders continue to be satisfied with the value they are getting from us- Expand the collaboration into new areas of joint business- Build relationships with the broader group. This is also likely to include key partners to our clients (lifeline agencies, field sales teams, etc.)
As we scale our business, we need to work incredibly dynamically, so this role is likely to evolve rapidly. You must enjoy defining your own tasks whilst making sure they fit with our Kraken go-to-market strategy and the approach of your colleagues. You are ambitious on behalf of both Kraken and your client, willing to roll your sleeves up to get to the nitty gritty of a problem. You must be willing to challenge beliefs, have the ability to see through multiple viewpoints and, if needed, reach beyond your remit to support your client. We are building a Kraken for everyone, a universal platform where there is greater benefit in sharing development to enable the green energy transition. Pioneers in this space, we are excited about how Kraken can change the lives of our clients and are convinced that Kraken is the best answer, not only for efficiency but as a tool to tackle the climate crisis. If you believe this too then Kraken Technologies is the right place for you.

What will you be doing?

• Own the client relationship as the primary point of contact for Kraken
• Make sure the client continuously sees value in the relationship, by aligning on success criteria and overseeing our ongoing technology, operations and business engagements
• Understand your client’s business strategy and challenges, anticipating how collaboration with other parts of Kraken can accelerate their success. Orchestrate internal and partner resources to seize these new opportunities
• Accountable for client revenue, ensuring alignment between contractual commitments, delivery and invoicing
• Regularly monitor the quality of the client relationship and facilitate joint governance sessions with senior management on both sides. Anticipate deviations and manage expectations

What you'll need

• Relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a plus!
• Must be fluent in Japanese and English
• Self-motivated, proactive team player with innovate ideas to increase customer loyalty and Kraken best practice adoption.
• Strong interpersonal skills and experience building relationships
• Diplomacy, tact and poise under pressure when working through customer issues
• Communication skills that will be the envy of the office!

Why else you'll love it here

• Our company culture - We won best company to work for in 2022, on Glassdoor we we're voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people
• Flexible working environment - genuine work life balance here, we are in the top 5 companies in the UK, we treat you as a human, and do our best to make work and life merge smoothly together
• Relaxation - we don’t count your holidays here, we work hard, and so we know you need to play hard as well (within reason of course)
• Equity Options Scheme - you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success
• Office culture - have a certain tech requirement? We’ll do our best to get it. Our offices are also stocked with fruit, breakfast, great coffee and soft drinks. Weekly on a Friday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner
• Your development is important - we support and help with development including internal and external courses, learning, study support etc, all bespoke to you

Why this role is different and why to apply…

• This is an opportunity to be part of the business that is changing the face of the energy industry and revolutionizing what the future energy systems will look like for businesses and consumers. We are looking for someone who is experienced and eager to challenge and disrupt the industry and the traditional incumbent tech players.