Full-Time

Customer Success Delivery Manager

Krakenflex

Posted on 9/19/2024

Octopus Energy

Octopus Energy

1,001-5,000 employees

Provides affordable green energy solutions

Data & Analytics
Automotive & Transportation
Energy

Senior

Manchester, UK

Hybrid position requiring in-office presence.

Category
Customer Success
Customer Support
Customer Success & Support
Sales & Account Management
Requirements
  • Demonstrate a Customer Centric approach to Delivery
  • Experience dealing with corporate customers, setting and managing expectations and effectively dealing with issues.
  • Excellent communication skills showing the ability to summarise complex problems and recommend concise plans of action.
  • Self motivated with an eye for detail, with a very clear and organised approach to delivery
  • A drive to get things done in a collaborative manner
Responsibilities
  • Own end-to-end customer support processes & tooling, driving to self-serve where possible, championing issues raised by clients, and ensuring outstanding customer service & response within SLAs
  • Enhance the overall client experience through strategic analysis & reporting
  • Proactively manage stakeholder expectations, and communicate progress to internal and external stakeholders on a regular basis
  • Proactively manage risks and communicate any issues and mitigation strategies clearly to stakeholders, removing blockers and impediments to delivery where possible
  • Ensure production service SLAs (e.g. availability, incident resolution) are achievable, monitored and reported on, driving a continuous improvement culture
  • Develop and implement best practices, processes, and procedures for Outstanding Customer Service
  • Foster a collaborative and positive team environment
  • Work closely with our Customer Success Engineers
  • Providing accurate and regular reports on service performance
  • Own end-to-end incident management process quality, including out-of-hours oncall, 24x7 support & customer communications, leveraging tooling from SRE/Observability platform teams

Octopus Energy provides affordable green energy solutions to households and businesses across multiple countries, including the UK, US, Japan, Germany, New Zealand, and Australia. The company focuses on the renewable energy market and utilizes technology and data to enhance its services. Its main product offerings include direct energy sales to consumers and the licensing of its proprietary Kraken technology platform to other energy providers. This platform helps streamline energy management and improve customer experience. Unlike many competitors, Octopus Energy emphasizes sustainability and offers additional services such as electric vehicle solutions. The company's goal is to make green energy accessible and affordable while promoting the use of renewable resources.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$2.5B

Headquarters

London, United Kingdom

Founded

2016

Growth & Insights
Headcount

6 month growth

16%

1 year growth

-5%

2 year growth

45%
Simplify Jobs

Simplify's Take

What believers are saying

  • Expansion into electric aircraft charging positions Octopus as a leader in green transport.
  • 'Zero Bills' initiative could increase demand for Octopus's technology in housing.
  • Partnership with Energisa opens opportunities for growth in South America's renewable sector.

What critics are saying

  • Increased competition in renewable energy may impact Octopus's market share.
  • Rapid international expansion exposes Octopus to geopolitical and regulatory challenges.
  • Reliance on Kraken platform poses risks if technological failures or breaches occur.

What makes Octopus Energy unique

  • Octopus Energy's Kraken platform optimizes energy usage for zero-bill homes.
  • The company offers a unique 'Zero Bills' proposition with Tilia and Hopkins Homes.
  • Octopus Energy's global reach includes partnerships in Brazil and electric aircraft charging.

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