William Fitz-Gerald Matthew

Applying for Solution Consultant, Kraken Tech APAC · Melbourne-based role

Operator · Team lead · Builder · Seller

I’ve seen Kraken from every side.

I’ve used Kraken on the floor, led a team on it, scaled it offshore and helped build its first distribution product. This is that story, in about two minutes.

Four chapters

Chapters 1–3
Accenture, delivering on KrakenManagement Consultant, promoted from Analyst
09/2022 – 02/2026
Chapter 4
SAPCustomer Success Manager
03/2026 – present
Four colleagues standing together in a contact centre, one holding a small star trophy, with whiteboards and balloons behind them
A large team gathered on an indoor staircase for a group photo

Origin Energy · Kraken Customer (retail)

Chapter 1. Using it every day: from energy specialist to team lead

“I know what the platform feels like to the people using it.”

  • Started as an Energy Specialist. Learnt the energy market and used Kraken every day in all the ways the energy specialist model demands, through Origin’s post-go-live stabilisation.
  • Then led 20 of them. As Customer Operations Lead for a team of 20 energy specialists, I went deeper into the operating model and sharpened my command of Kraken from the team-lead seat.
  • Continuous improvement and innovation. Diagnosed root causes and drove process redesign with Kraken’s product and technology teams, and took AI strategy to Origin Energy senior leadership: intelligent IVR, generative AI chatbots and platform capabilities.
Impact
  • 20 energy specialists led
  • −80% customer wait times
  • +25% CSAT
A selfie with a group of smiling colleagues in a contact centre
A contact centre floor, with a colleague in a Kraken T-shirt walking between rows of desks
Three colleagues in pumpkin costumes at an office Halloween celebration

Manila · Offshoring Origin’s Kraken residential team

Chapter 2. Scaling the energy specialist model offshore

“Explaining Kraken to people who’ve never seen it is a demo, every single day.”

  • Shaped the deal. Front and centre in providing the insight behind the offshoring contract with Origin Energy, then put in place to hit its goals.
  • Built the training on the ground. Two months in Manila through the pivotal ramp, creating the frameworks and curriculum that taught new energy specialists Kraken end to end: payments, service requests, life support registrations and the compliance rules behind them.
  • The bridge between Accenture and Origin leadership. Trusted advisor on building Kraken-native teams, presenting progress to both and working with Kraken’s teams on the ground, particularly DigiOps.
  • Took the model to Tokyo Gas. On the back of that success, presented the energy specialist model and Kraken’s usability to Tokyo Gas senior leadership, and it was well received.
Impact
  • 300+ FTE ramped on Kraken
  • −30% after-call work
  • 50% faster onboarding
A group wearing orange hard hats on a site visit
Six people wearing medals on a sunny lawn at a team event
A large group cheering on the grass beside the water

MilestoneEssential Energy · Kraken Distribution · Functional Consultant

Chapter 3. Building it from the ground up

  • On the inaugural team. Shaping the functional requirements for the first Kraken Distribution product: Kraken’s first distributor meter-to-cash implementation, anywhere.
  • Service orders and B2B market transactions. Worked hand in hand with multiple Kraken CDLs, taking requirements and solution cards through to release.
  • Then reporting. Developed functional and technical reporting requirements, in line with Kraken’s reporting CDLs.
  • Lessons that carry forward. The product we built, and what we learnt building it, are the foundation for the Kraken distribution implementations that follow.
Impact
  • 1st Kraken distributor meter-to-cash implementation
  • 2 workstreams: service orders and B2B, then reporting
Read the project story (opens in a new tab)
A selfie with a group of colleagues in a bright room with tall windows and trees outside
Speakers on stage at an SAP Meet the Leaders session
An SAP Next Gen Google Day visitor badge held up outside a Google office

SAP · Customer Success Manager · 03/2026 – present

Chapter 4. At SAP: learning how enterprise software is sold

“After three and a half years in delivery, I wanted to learn how great software is positioned and sold. SAP gave me a world-class education in exactly that.”

  • A world-class education. Recruited into SAP’s global Academy for Customer Success: ten months of value realisation, executive engagement and enterprise software selling, including training in San Ramon, California.
  • Customer outcomes first, features second. Built executive success plans and ran value realisation reviews with customers across APAC.
  • Recognised early. CSM of the Month (APAC) within my first months.
  • Influence without authority. Led AI adoption across the 60+ person ANZ practice, bringing colleagues and leaders with me and building tools adopted across APAC. It’s the heart of pre-sales: show what’s possible, then move people to act.
Impact
  • 10-month global Academy
  • 60+ person practice taken on the AI journey

Customer value

Outcomes for the utilities

Results for customers on the programmes I was part of.

Origin Energy

Retail · Kraken Customer

Onshore · post-go-live stabilisation

  • −80% customer wait times
  • +25% CSAT

Offshore · Manila scale-up

  • 300+ FTE ramped up on Kraken contractual KPIs met
  • −30% after-call work with generative AI
  • 50% faster agent onboarding with generative AI

Essential Energy

Distribution · Kraken Distribution

  • A global firstKraken’s first distributor meter-to-cash implementation, anywhere.
  • A product built from zeroThe service orders product, designed with no existing playbook.
  • A foundation for what followsThe product, and the lessons learnt building it, underpin the Kraken distribution implementations that follow.

For Kraken Tech APAC

What I’d bring

Mapped to what a Kraken Solution Consultant owns, across Kraken Customer and Kraken Distribution.

  1. Deep product expertise

    I already speak Kraken.

    Energy specialist, team lead, trainer, and part of the inaugural Kraken Distribution team. I know the platform from the inside, on both the retail and the network side.

  2. Client needs assessment

    I’ve sat in your customers’ seats.

    I can map a utility’s challenges to Kraken because I lived them: first as one of their people, then leading 20 of them.

  3. Product demonstrations

    I make the complex feel simple.

    In Manila I taught Kraken to people who had never seen it, from payments to life support registrations. That was a demo every single day.

  4. Technical queries and tenders

    I know what it takes to deliver.

    I’ve taken functional and technical requirements through to release on Kraken’s first distribution build. I can answer the hard questions credibly, and I won’t promise what can’t be delivered.

  5. Sales support

    I sell outcomes, not features.

    SAP trained me to anchor every conversation on measurable value. In pre-sales, that means speaking to what matters to each person in the room, from the operations lead to the architect to the executive signing off.

  6. AI and the product roadmap

    I bring the AI conversation.

    I’ve put AI to work in a utility contact centre and led AI adoption across a 60+ person practice. I’ll help utilities see what Kraken and AI can do next.

The next chapter

Ready to help utilities across APAC see what Kraken can do.

I’ve used Kraken on the floor, scaled it offshore and built it from the ground up. Few people can show a utility Kraken from every side. I can.