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Full-Time

Customer Success Delivery Manager

Krakenflex

Confirmed live in the last 24 hours

Octopus Energy

Octopus Energy

1,001-5,000 employees

Provides 100% renewable electricity solutions

Energy

Mid, Senior

Manchester, UK

Hybrid position requiring in-office presence.

Category
Customer Experience
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Communications
Customer Service
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 100% renewable electricity sourced from solar, wind, and water, offering smart tariffs for smart meters, including intelligent electric vehicle charging and off-peak electricity options. The company is dedicated to advancing transformative technologies to drive renewable energy adoption and reduce global dependence on fossil fuels.

Company Stage

Private

Total Funding

$2.5B

Headquarters

London, United Kingdom

Founded

2016

Growth & Insights
Headcount

6 month growth

16%

1 year growth

-2%

2 year growth

40%
Simplify Jobs

Simplify's Take

What believers are saying

  • Octopus Energy's rapid growth and valuation increase to $9 billion reflect strong investor confidence and market leadership.
  • The company's initiatives in green technology and renewable energy investments offer employees the chance to work on cutting-edge, impactful projects.
  • Partnerships with global entities like Energisa and Tech Nation provide opportunities for international collaboration and knowledge exchange.

What critics are saying

  • The energy sector's volatility, as seen with the Bulb Energy acquisition, could pose financial risks despite current successes.
  • Rapid expansion and numerous partnerships may strain resources and operational capacity, potentially impacting service quality.

What makes Octopus Energy unique

  • Octopus Energy leverages its proprietary Kraken technology platform to optimize energy usage and integrate renewable assets, setting it apart from traditional energy providers.
  • The company's focus on innovative green solutions, such as the 'Zero Bills' homes and electric aircraft charging, demonstrates a commitment to sustainability that few competitors match.
  • Strategic partnerships and acquisitions, like the takeover of Bulb Energy and collaboration with Energisa, expand Octopus Energy's global footprint and influence.