Senior Technical Customer Success Manager
At a glance
Senior Customer Success role at Kong. Remote, United States · full-time · $120,000–$160,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide customers through their lifecycle and coordinate with Customer Experience colleagues around measurable outcomes
- Set standards for adoption planning, post-sale involvement, and the recommendations customers receive
- Work with sales and product teams to help customers gain more value from the solution
- Improve customer tools and operating processes so you and the team work more efficiently
- Learn Kong’s products and technologies, then apply that knowledge to customer projects
What you bring
- You can manage commercial customer accounts and spot repeatable needs that automation or newer engagement methods can address
- You bring strong organization, communication, self-awareness, and independent problem-solving skills
- You understand complex technology environments, including containers, Kubernetes, microservices, Cloud Native systems, and APIM
- You understand DevOps, CI/CD, and IaaS cloud computing, with similar SaaS, open source, or infrastructure software experience preferred
Who this fits
This role suits a technically fluent customer success professional who enjoys building repeatable approaches while managing a customer portfolio. You’ll work with Americas sales teams and collaborate across Customer Experience, product, peers, and business partners. The position is remote in Austin, United States.
From the employer
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
About 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.
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