Senior Technical Customer Success Manager

Kong; Texas; On-site; USD 90,000 - 130,000; Full time

Job summary

Kong is seeking a Customer Experience (CX) specialist to champion our customers across their lifecycle. You will enable customers to leverage APIs and microservices, driving adoption and value from Kong's unified API and AI platform.

You will collaborate with Americas sales and product teams, build relationships, and innovate tooling to scale customer engagement in a fast-paced SaaS environment. Prior SaaS/Open Source infra experience is a plus.

Responsibilities

• Champion the customer experience for a portfolio of commercial customers.
• Build relationships with customers and drive adoption of Kong APIs and microservices.
• Collaborate with Americas sales and product teams to ensure customers get value from Kong.
• Contribute to tooling and processes to scale customer engagement in a fast-paced SaaS environment.

Job description

• Are you ready to unlock intelligence? 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.
• 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.
• Coaching our customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes
• 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
• 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
• 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
• #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.