Technical Account Manager - Telecoms

General Description

Overview

Help us use technology to make a big green dent in the universe!

A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.

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 SaaS, 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.

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