Customer Success Operations Analyst

As a Customer Success Operations analyst, you'll be a part of the Customer Success Beehive (operations team), working to scale customer success for the future of Kraken. This role is a chance to join customer success at a pivotal point in our Kraken growth journey. This role will be at the heart of scaling customer success, putting in place the systems, data, tools and processes needed to turbo charge Kraken Customer Success, drive exceptional client outcomes and operational efficiency. The role partners closely with Delivery, Sales, Product, Engineering, Finance, Client Value, and the entire Customer Success organization. You'll be a key part of the team helping make Customer Success more scalable, data-driven, and business-aligned as we expand globally. What you'll be doing

• Lead agile projects to launch new tools, dashboards, and workflows. From scoping to adoption, you'll make sure we have what the team needs in place.
• Develop the set-up and usage of our client management tooling and act as the business owner for core CS tools (e.g. HubSpot, Pylon, Lightdash). You'll prioritise improvements, shape the roadmap, and drive adoption across teams.
• Establish automated reporting, integrated into our current systems, to enable Customer Success to understand performance and deliver data-driven advice and strategies internally and with clients.
• Run workshops with Customer Success teams to understand the needs and pain points for the team and their clients, then translate them into practical tooling and process improvements.
• Create client ready content for launching new initiatives
• Support the growth and scaling of the Customer Success Practice across Kraken, establishing and documenting best practice in our playbook.
• Develop deep partnerships with teams across Kraken to align ways of working and integrate systems.
  
  Operations: An understanding of how business operations supports customer success and organisational scaling
• Analytical skills: Experience creating dashboards and drawing insight from them. Ability to write simple SQL queries.
• Tooling: Experience implementing enterprise CRM and service support tooling
• Project delivery skills: Experience running agile projects using tools like Asana (or similar)
• Stakeholder management: Confident in managing both internal and external stakeholders and can communicate clearly and concisely at a senior level.
• Confident operating across functional teams including sales, marketing and delivery.
• Experience in SaaS software Customer Success (desired but not required)
• In-office - If not designated as remote, commitment to being in a regional office (or with clients/ team members in person) 2 or more days per week.
  
  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. 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 Customer What we do: build the most AI-driven, innovative, forward-thinking platform for energy management. From optimizing resources to delivering cost-effective, exceptional customer experiences through advanced Customer Information Systems (CIS), billing, meter data management, CRM, and AI-driven communications, Kraken is powering the next wave of innovation in the energy industry. Why we do it: future
energy will not look like energy as we know it today. We need to not just think about our future, but build for it. Now.