Senior Technical Customer Success Manager

Kong builds API and AI connectivity software. The Senior Technical Customer Success Manager helps customers realize value from Kong’s solutions by guiding adoption, coordinating with Sales and Product, and improving customer engagement practices and tools.

Responsibilities:

• 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

Requirements:

• This is an incredibly exciting and challenging role at the forefront of technology, requiring someone with very strong organizational and communication skills
• Have a builder's mentality, seeking to find solutions to complex problems that will make life better for our customers and Kong
• 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
• 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
• Ideally have prior experience of a similar role within SaaS, Open Source and/or Infrastructure software companies