Client Delivery Lead – Customer Operations Full Time NEW

Members of the Kraken team are role models for our operating model, guided by simplicity, customer benefit, and efficiency in every decision. We’re passionate about how Kraken can improve the lives of team members in other organisations and confident that it’s the best solution—not only for businesses but also as a tool to address the climate crisis. If you share this belief, Kraken is the right place for you.

Key Skills:

• Coaching and Support:
• – Coach leaders on effectively managing the Kraken operating model
• – Provide continuous support to leaders and team members in their day-to-day activities
• Operational Setup:
• – Set up key operational processes within the client, including scheduling, skills academy, and functional processes like billing
• – Deliver leadership development programs and skills academy training to team members
• Communication & Self-awareness:
• – Able to listen and understand the client approach and to flex this to make them feel safe, excited and committed
• – Understanding the impact of your choice of tone, words and actions when speaking with clients
• Flexibility and Adaptability:
• – Be comfortable with change, acknowledging the significant transformation clients are undergoing
• – Embrace internal movement, travel and varied strategies
• Curiosity and Initiative:
• – Have a focus on detail, a passion for self-learning, and a willingness to experiment
• – Be curious in helping clients visualize their pain-points and commit to working with them to overcome it
• Influence and Relationship-building:
• – Utilize strong influencing skills to drive change, especially with resistant stakeholders and bad practices
• – Build trustworthy relationships rapidly, pushing clients and your team to create positive transformations
• Delivering Content:
• – Using clear, well-formatted slides to effectively teach and influence clients. 
• – Build training materials for clients and the global implementation team that are creative and engaging
• – Relaxed delivering to groups of all levels, from entry to directors!
• Using Data:
• – Analyze reports on data platforms to provide insights on performance
• – To use Excel/sheets to perform detailed analysis to influence client decisions

Key Responsibilities:

• Kraken Ambassador:
• – Champion the Kraken model! Live and breathe what we preach and be comfortable convincing clients that it’s the best way to run their business!
• – Communicate the best practices and key behavioral principles to clients, emphasizing their positive impact on both the organization and its people
• Recruitment:
• – Lead by example, identifying the best talent with a lens on reducing bias and championing diversity. Be a key part of the client recruitment transformation!
• Coaching & Mentoring:
• – Thrive in a 1:1 setting, working on development of client leaders and specialists. 
• – Provide bespoke advice and coaching to push clients to the next level
• Leadership Development:
• – Be involved in high-level group programs focussing on Influential Management, Assertive Communication and Principled Decision-making among many others sections!

Join us on this exciting journey of transforming businesses, shaping the future of customer operations, and making a huge environmental impact on a global scale!

What you’ll need to have:

• Fluent in English (written and spoken)
• North American Energy Industry experience 
• This role is based out of our New York office, but you will be expected to travel frequently to varying locations across North America, including the west coast. 
• Ability to understand what success looks like for a client
• A flair for influencing and natural ability to “sell” different ways of working
• Proven experience in building relationships and trust with clients
• Right to live and work in the United States 

Why you’ll love it here:

• Great medical, dental, and vision insurance options including FSAs
• Paid time off — we know working hard means also being able to recharge as needed, we trust our employees to get the work done and take the time they need
• 401(k) plan with employer match
• Parental leave. Biological, adoptive and foster parents are all eligible. 
• Pre-tax commuter benefits
• Flexible working environment: you need to shift around your schedule? You do you, we genuinely believe in work/life balance. 
• Equity Options: every Octopus employee owns part of the business. We’re a team, working together towards huge goals. Every person is crucial to our success, you should be rewarded as such. 
• Modern office or co-working spaces depending on location
• This is a junior / mid level role and the salary range in NYC ranges on average from $65,000-$130,000 depending on your level, relevant experience, and interview performance. Not all candidates will be placed at the top of the range—this will be determined by the overall fit for the position. If you have questions about this, just ask! Our recruiters are happy to provide more context.