EMEA Technical Customer Success Manager - UAE

Kong; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading tech startup in Dubai is seeking a Customer Experience team member to manage and optimize customer portfolios. The role involves coaching customers, defining adoption plans, and collaborating with Sales and Product teams to enhance customer engagement. Strong organizational skills and a problem-solving mindset are essential. Candidates should have experience in SaaS or Open Source environments, showcasing a passion for technology and dedication to customer success.

Qualifications

• Experience in a customer-facing role, ideally within SaaS or Open Source environments.
• Ability to manage a portfolio of customers effectively.
• Passion for technology and dedication to customer satisfaction.

Responsibilities

• Coaching customers throughout their lifecycle.
• Defining adoption plans and post-sales engagement.
• Working with Sales and Product teams to optimize customer solutions.
• Innovating tooling and processes for efficiency.
• Collaborating with peers and business partners.

Skills

Organizational skills

Strong communication skills

Problem-solving mindset

Self-starter attitude

Understanding of complex tech environments

Customer engagement techniques

Job description

Are you ready to power the Worlds connections

About The Role:

You will be working at a dynamic and fast paced startup as a member of the Customer Experience (CX) team. You will be enabling Customers to leverage APIs and microservices to drive their business initiatives in one of the most exciting and innovative technology domains in the industry. This team is responsible for interfacing with our customers throughout their lifecycle helping them realize the value of their Kong investment.

As a member of the CX team you will act as a champion for our most critical asset our customers. You will be working with a portfolio of customers seeking to identify growth opportunities and ensuring they have what they need to be this role you will work alongside the EMEA sales team and will have the opportunity to build a large portfolio of Customers.

This is an incredibly exciting and challenging role at the forefront of technology requiring someone with very strong organizational and communication skills. You will not only be building strong relationships with key customers you will be pioneering the approach to managing customers by leveraging self service technology and reusable assets to maximize the value Kong can provide.

Working at Kong presents a unique opportunity to help to modernize enterprise software and learn about how businesses run in the digital age.

Above all youll be acting as a stellar teammate for the rest of Kong.

What you’ll be doing

• Coaching our customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes
• Defining what good looks like in terms of adoption plans postsales engagement what is recommended and why
• Working with Sales and Product teams to ensure our customers are getting the most out of the solution
• Help innovate our tooling and processes to make you and your team more efficientWork on innovative and cutting edge customer projects
• Learning our products and technologies taking that knowledge and applying it to real world usage
• Collaborating with other peers business partners and groups. Representing not only yourself and the rest of your team but all of Kong and other exciting tasks you may identify to grow our company

The successful candidate will

• Have a builders mentality seeking to find solutions to complex problems that will make life better for our customers and Kong
• Manage a portfolio of commercial customers looking for patterns that can be addressed through an automated approach using the latest customer engagement techniques
• Have passion and determination about our technology and our customers
• Be a self starter with strong organizational skills to drive effective customer outcomes
• Have a good understanding of complex technology environments
• Have great self awareness and strong communication skills
• Ideally have prior experience of a similar role within SaaS Open Source and/or Infrastructure software companies

About Kong

Kong is THE cloud native API platform with the fastest most adopted API gateway in the world (over 300m downloads!). As the innovation leader of cloud API technologies Kong is on a mission to enable companies around the world to become APIfirst and securely accelerate AI adoption. Kong helps organizations globally from startups to Fortune 500 enterprises unleash developer productivity build securely and accelerate to market.

Kong creates software and managed services that connect APIs and microservices natively across and within clouds Kubernetes data centers and more using intelligent automation. Built on an open source core Kongs service connectivity platform enables digital innovation by allowing organizations to reliably and securely manage the full lifecycle of APIs and services for modern architectures including microservices serverless and service mesh. By providing developer teams with unprecedented architectural freedom Kong accelerates innovation cycles increases productivity and seamlessly bridges legacy and modern systems and applications.