Client Delivery Lead (Energy/Utilities experience)

Kraken

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. Who are we looking for? We’re looking for a brilliant senior Data & Analytics Client Delivery Lead to help clients fully leverage Kraken data and transform their data team and capabilities. You should bring extensive experience doing analytics on a strong, modern data team (e.g., data analytics, business intelligence, or related field -- analytics manager, lead data analyst, analytics or data consultant or similar); a love of working with clients; and a passion for driving the clean energy transition – energy sector experience is a plus! The role You’ll work directly with Kraken clients to help them develop modern, transformative data and analytics capabilities as part of their broader Kraken transformation. You’ll train them on Kraken data and support them in building critical reporting & insightful analytics, sometimes getting hands-on with query writing or demo analytics.  You’ll also leverage your experience leading strong analytics teams to advise senior client data leadership on how to build a high-performing, business-centric data organization and leverage data as a strategic asset to unlock ambitious business and clean energy goals. We are a flat and agile organisation and plan to remain this way. We are looking for a hands-on Data & Analytics Client Delivery Lead that can support both directly and indirectly - sometimes jumping in and writing queries or solving data challenges and other times advising or upskilling both clients and colleagues.  You will play a critical role in ensuring the clients’ reporting and analytics transition to Kraken goes smoothly - and ensuring that clients build the transformative data capabilities needed to get full value from Kraken data and power aspirational business goals.

Kraken

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.   We have been licensing Kraken for over 4 years now, transforming businesses by not only moving their customer base to our Kraken platform but also changing their operating model & ways of working. Throughout this time our team has been at the forefront of industry leading migrations whilst setting a new standard for what business transformation can look like.    You will be joining the client delivery team with Kraken working to support European clients through their technology transformation journeys, supporting long term migration projects. The Client Delivery Lead has direct responsibility managing a tech domain (billing, finance, comms..) for our client projects. This is either migrating onto our Kraken platform or managing long term technology requirements. They need to work in partnership with the technology and operational teams at Kraken as well as the client to deliver results for our client’s project or business needs.    The Client Delivery Lead has to really understand how Kraken works, understand problems or requests raised by the client and refine solutions in the best way to leverage existing and new capability. They will bring technology, people and processes together to innovate improvements for our clients. You will also support the client in adapting to ways of working that are aligned to Kraken’s development style. You will work closely with Kraken’s product managers and developers to request development needs and act as a link to the client.

Parloa

ABOUT PARLOA Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience, one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale. ABOUT THE ROLE: This is a commercial and strategic role at the heart of Parloa's Professional Services business. As a Client Solutions Manager, you'll lead the full services sales cycle, from opportunity identification through scoping, SOW negotiation, and contracting while staying present as a trusted advisor throughout delivery. At the center of everything is the customer: understanding their transformation goals, meeting them where they are in their AI journey, and building the kind of trust that makes Parloa the partner they call first. That includes working closely with our Partner Delivery Success team to match the right implementation partner to the right opportunity at the right moment, whether that means a global SI for a complex, multi-market rollout or a boutique specialist for a focused deployment - always in service of the customer outcome. Above all, this role is about coaching customers through their CX transformation - guiding them through Parloa's PRISM methodology from first engagement through scaled operations. That means helping customers stand up the right organizational foundation: defining roles and responsibilities within their Parloa Program Office (CoE), preparing their teams for agentic delivery practices that look meaningfully different from traditional software implementations, and building the operational muscle needed to manage, iterate, and scale AI agents in production. You'll operate at the intersection of enterprise sales and delivery, partnering with Account Executives, Solutions Engineers, Partner Managers, and Professional Services leadership to design engagements that drive real, measurable outcomes: deflection improvements, containment rates, customer satisfaction lifts, and agent operations at scale.   This isn't a role for someone who wants a task list to check off. Conversational AI is moving fast, and this position will evolve with it - expanding in scope, complexity, and influence as the category matures. You'll be a pivotal asset across sales, solution engineering, and professional services: the connective tissue that turns customer ambition into operational reality. The CSM who excels here isn't just closing engagements - they're shaping how enterprises think about and operate conversational AI for the long term. AREAS OF OWNERSHIP: Services Pipeline & Revenue * Build and maintain a healthy services pipeline in partnership with enterprise sales teams, ensuring services opportunities move in tandem with software sales cycles * Lead commercial conversations for all PS engagements - from initial scoping through commercial close * Maintain rigorous forecast hygiene; own your number and call it accurately * Coach internal stakeholders on PS sales motion, deal structure, and timeline expectations Scoping, Proposals & Contracting * Run structured and AI-powered discovery to surface customer motivations, desired business outcomes, and platform integration requirements - across channels including voice, chat, and digital messaging * Translate discovery into compelling services proposals that quantify value: expected containment improvement, time-to-value, effort, and risk * Write Statements of Work (SOWs) that are precisely scoped, commercially sound, and set delivery teams up for execution - covering phasing, milestones, RACI, and change control * Navigate complex enterprise legal and procurement processes with confidence - MSAs, DPAs, security reviews, and multi-stakeholder approval chains Customer & Stakeholder Engagement * Build trusted relationships with CX, IT, and Operations leaders at enterprise accounts - positioning Parloa as a long-term transformation partner, not a point solution vendor * Lead executive business reviews and steering committee sessions that connect delivery progress to customer KPIs * Ensure seamless knowledge transfer from pre-sales into Parloa's PRISM delivery methodology - protecting continuity and execution quality from Day 1 of the engagement * Own CSAT outcomes; proactively surface risks before they become escalations Partner Ecosystem & Customer Outcomes * Engage Parloa's partner ecosystem as an extension of the delivery team - coordinating with SIs, technology partners, and resellers to ensure every engagement has the right capabilities behind it * Collaborate with the Partner Delivery Success team to continuously develop partner capabilities, share field learnings, and raise the bar for what great partner-led delivery looks like Practice & Methodology Development * Develop deep command of Parloa's PRISM delivery methodology and contribute closed-loop feedback from the field to continuously refine it * Build repeatable assets: proposal templates, scope frameworks, pricing models, success stories, and enablement content that raise the bar for the whole PS practice * Contribute to Parloa's external point of view on enterprise AI adoption, conversational AI ROI, and CX transformation - through thought leadership, events, and customer-facing content WHAT SUCCESS LOOKS LIKE * A well-forecasted services pipeline that consistently converts alongside software - with services seen as a competitive differentiator, not an afterthought * Customers call you before they need you - because you've built the relationship and earned the trust * SOWs are watertight: clearly scoped, commercially clean, and delivered as promised * Every engagement closes with strong CSAT and a documented path to expansion - upsell, new use case, or geographic rollout WHO YOU ARE: * 5+ years selling or scoping professional services - within an AI-native or enterprise software company, strategic consulting firm, or large-scale systems integrator * Proven track record writing SOWs and navigating enterprise procurement: MSAs, DPAs, multi-stakeholder legal review, and commercial negotiations * Comfortable building relationships at the C-suite and VP level and being recognized as a trusted advisor, not just a vendor contact * Commercially sharp: you understand services margin, attach rates, and how delivery quality drives software expansion * Fluent in enterprise software deployment patterns; you know what a phased rollout looks like, what makes an integration complex, and how to scope accordingly * Strong communicator in writing and in the room; able to move between technical detail and executive narrative without losing either audience * Self-directed and energized by ambiguity; you build the playbook while running the plays * Comfortable operating in a fast-moving, high-growth environment where priorities shift and you're expected to adapt without losing momentum * Willing to travel up to 50% NICE TO HAVE: * Experience with conversational AI, contact center technology, CCaaS platforms (Genesys, NICE, Avaya, Five9, Amazon Connect), or CX transformation programs * Familiarity with agentic AI concepts: orchestration, LLMs, prompt engineering, tool use, intent classification, and how these translate into enterprise deployments * Experience with enterprise platforms that commonly integrate into AI-powered CX stacks: Salesforce Service Cloud, SAP, ServiceNow, Workday, Microsoft Dynamics * Project or program management background; PMP, Scrum, or SAFe certification a plus * Track record of directly driving software expansion as a result of PS delivery outcomes * Prior experience in a scale-up environment; you know how to operate with fewer resources and more surface area than feels comfortable OUR RECRUITING PROCESS: Talent Acquisition → Hiring Manager → Technical Case Study & Stakeholder Interview(s) → Bar Raiser   ---------------------------------------------------------------------------------------------------------------------------------- Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. Please click here to learn more. * We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.