Senior Technical Customer Success Manager

Senior Technical Customer Success Manager

As a member of the Customer Success team, you will act as a champion for our largest and most critical customers. You will function as the primary post-sales point of contact for all technical, product and support questions on a day-to-day basis. In addition, you will help establish, implement and run processes and projects that help deliver successful adoption of Kong products. In this role, you will have the opportunity to interface with everyone in the customer environment, from Developers to Executives, and represent our values every day, as well as allow you to understand their business, operational, and technical needs to help them achieve the greatest value from Kong.

What You'll Be Doing:

• Onboard new customers while validating and identifying customer needs, key project timelines, potential challenges and risk factors
• Understand, advocate and document customer's use case, architecture and roadmap
• Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions
• Work with customers to explore new use-cases and expand Kong's API platform usage
• Document path to ROI through Joint Success Plan and playback business value
• Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner
• Be involved in customer's renewal and expansion
• Effectively manage the tracking and resolution of customer escalations on behalf of product and services
• Manage customer accounts with Kong's customer maturity model framework
• Periodic review of Kong implementation and walk through best practices
• And any additional tasks required by manager

What You'll Bring:

• 3-5 years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, Technical Support, Professional Services)
• Hands-on experience with DevOps or full-stack application development or microservices on cloud computing
• Excellent communication skills and an ability to concisely articulate complex technical issues and solutions
• Storytelling with data to articulate business value realised though Kong products
• Strong collaboration and teamwork with cross-functional teams (Sales, Product, Engineering, Marketing, Support, etc.) to represent the voice of the customer.
• Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
• Experience managing multiple projects at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention
• Prior experience administering/interacting with an API management platform (plus)
• Prior experience working for a technology startup (plus)

Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become "API-first" and securely accelerate AI adoption. Kong helps organisations globally — from startups to Fortune 500 enterprises — unleash developer productivity, build securely, and accelerate time to market. For more information about Kong, please visit www.konghq.com or follow us on X @thekonginc.