Senior Technical Customer Success Manager

Kong; Sacramento (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Kong is seeking a Customer Experience professional to empower customers to maximize value from Kong’s API and AI platform. You will manage a portfolio of commercial customers, coach them to adopt our solutions, and collaborate with sales, product, and engineering to drive outcomes.

You will learn Kong’s products deeply, work across the Americas, and help design scalable engagement processes and reusable assets to accelerate customer success.

Qualifications

• Experience driving customer outcomes in a SaaS environment.
• Ability to define adoption plans and post-sales engagement.
• Strong understanding of modern cloud-native tech and APIs.

Responsibilities

• Coach customers through lifecycle to achieve outcomes.
• Collaborate with Sales and Product to maximize solution value.
• Identify automation opportunities and improve CX tooling.

Skills

Customer success

SaaS

Cloud computing

Kubernetes

APIM

Tools

CRM tools

Ticketing systems

Job description

Are you ready to unlock intelligence?If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About the Role:

You will be working at a dynamic and fast paced start-up 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 successful. In this role you will work alongside the Americas sales teams 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 re-usable 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 you’ll be acting as a stellar teammate for the rest of Kong.

What You'll Do:

• 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, post-sales engagement, what is recommended and why
• Working with Sales and Product teams to ensure our customers are getting the most out of the solution
• Helping innovate our tooling and processes to make you and your team more efficient
• Working 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

What You'll Bring:

• Have a builder’s 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
• Have a solid understanding of Cloud Native and the technologies that make it work (Containerization, Kubernetes, Microservices) as well as have a have a foundational understanding of APIM
• Finally, understands the value of DevOps, CI/CD and Cloud Computing IaaS

#LI-JW1About Kong:

Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com.