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Lead Client Success Analyst

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Assessfirst

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Location:
United States , New York

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

120000.00 - 150000.00 USD / Year
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Job Description:

Help us use technology to make a big green dent in the universe! Kraken powers some of the most innovative global developments in energy. We’re a technology company focused on creating a smart, sustainable energy system. Our ideal Lead Client Success Analyst would be an individual keen to solve real-world problems to deliver value to clients through answering questions, performing root cause analysis and marshalling requests to the development teams within a collaborative, community-based environment. You will need to be technically sharp; a continual learner; naturally inquisitive and people oriented; responsible for case management of client queries we receive and deep diving into our applications to diagnose issues.

Job Responsibility:

  • Serve as a technical escalation point and subject matter expert for complex, high-priority client queries and incidents, ensuring timely and effective resolution
  • Translate complex technical and business challenges into strategic product proposals that directly influence the product roadmap and drive significant client value
  • Training clients to use the Residential Flex product effectively and provide supporting documentation
  • Identify, architect, and implement large-scale automation and self-service initiatives (e.g., tooling, advanced scripting, documentation structure) to reduce operational overhead for the entire CSE team and enhance the client experience
  • Work closely with a range of teams from the full technology stack (Engineering, Product & Partnerships)
  • Provide technical expertise and onboarding support for clients to support post-sales processes
  • Mentor and coach junior and mid-level CSEs on complex technical problem-solving, client communication, and overall technical account strategy
  • (Optional) contribute to our 24x7 support model by taking part in our (paid) on call rota

Requirements:

  • Exceptional strategic problem-solving and analytical skills with a proven ability to independently diagnose, scope, and resolve complex technical, product, and business challenges for large-scale enterprise clients
  • Familiarity with object oriented programming languages & back-end and software engineering practices (e.g., version control, CI/CD, testing frameworks) sufficient to review code, advise clients on API usage & understand system architectures
  • A deep understanding of how systems interact and experience in troubleshooting modern architectures
  • Proven track record of driving and owning high-stakes technical conversations with key stakeholders across technical and non-technical domains
  • Excellent verbal and written communication skills, with the ability to articulate complex technical concepts into clear, compelling business strategies
  • A drive to get things done in a collaborative environment, with an ability to effectively work across functions (e.g. sales, product, engineering)
  • A proven ability to multitask & operate with autonomy and ownership in a fast-paced environment, prioritising competing high-stakes technical issues and strategic projects
  • A demonstrated ability to drive cross-functional strategic initiatives (e.g., defining a new integration pattern, launching a new support channel) and effectively lead collaboration across Sales, Product, and Engineering
  • Meticulous attention to detail in technical documentation, system design, and communication
  • An interest in learning about the electricity system and how grid scale renewable energy sources to keep the lights on and the network stable

Nice to have:

  • Technical background in a B2B SaaS business with hands-on experience developing, deploying, and supporting microservices and cloud-native applications (AWS, Azure, or GCP)
  • Demonstrable experience as a Technical Account Manager or Client Solutions Specialist
  • Familiarity with back-end and software engineering practices (e.g., version control, CI/CD, testing frameworks) sufficient to review code & understand system architectures
  • Understanding of the electricity system, domestic electrotech (e.g. OCPP & related EVSE protocols), and a strong understanding of the physical laws governing their behaviour. You might be our ideal candidate if you've built a home automation system or are locally optimising some combination of solar/battery/heat pump/EV
What we offer:
  • Great medical, dental, and vision insurance options including FSAs
  • Paid time off
  • 401(k) plan with employer match
  • Parental leave
  • Pre-tax commuter benefits
  • Flexible working environment
  • Equity Options
  • Modern office or co-working spaces depending on location

Additional Information:

Job Posted:
January 29, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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