Technical Customer Success Manager

Job Description

Kong Inc.

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:
As a member of the CSM 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 and will help establish, implement and run processes and projects that help deliver successful adoption and usage 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 and will allow you to understand their business, operational, and technical needs to help them achieve the greatest value from Kong.

What you will do:
  • Ensure constant communication with customers and emerge as customer’s trusted technical advisor and a partner
  • Establish business value for customers and help them achieve the targets and ROI
  • Involved in customer’s renewal and expansion.
  • Work with customers to explore new use cases and expand Kong’s API platform usage
  • Understand, advocate and document customer’s use case, architecture and roadmap
  • 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, including driving cadence calls, and establishing Quarterly Business Reviews.
  • Periodic review of Kong implementation and walk through best practices
  • And any additional tasks required by manager

What you’ll bring:
  • 6-10 years of demonstrated experience handling enterprise customers of all sizes in Customer Success Management, Technical Account Management, Technical Support and/or Professional Services functions in a Software/SaaS company
  • Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision
  • An urgency to retain customers, as well as growing them via expansions and cross-selling
  • Experience managing multiple projects at a time while focusing on attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
  • Excellent communication skills and an ability to concisely explain complex technical issues and solutions
  • Prior experience administering/interacting with an API management platforms (plus)
  • Prior experience working for a technology startup (plus)
Kong has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. Compensation varies depending on a wide array of factors, including but not limited to specific candidate location, role, skill set and level of experience. Certain roles are eligible for additional rewards including sales incentives depending on the terms of the applicable plan and role. Benefits may vary depending on location. US based employees are typically offered access to healthcare benefits, a 401(k) plan, short and long term disability benefits, basic life and AD&D insurance, among others. The typical base pay range for this role in the US is $140,000 – 150,000. This role does have a variable on top of the base salary.

What is a Konger?
We are a group of makers, thinkers, and doers focused on helping today’s developers build tomorrow’s technology. Our teams work on the bleeding edge of API innovation to provide our users with a central nervous system for data and services.
We put design at the heart of everything we do, and we’re relentlessly focused on creating beautiful experiences for our customers. That’s why technology companies, major banks, e-commerce innovators, and government agencies put Kong in front of their most important web applications.
We believe in the power of Open Source and everything it stands for. That’s why developers around the world enthusiastically contribute on top of our open-source platform.
We are passionate about solving challenges that will fundamentally shape the future of technology, and we’re looking for the right people to join us on our mission. If you believe in taking ownership of your work, making an impact, and having fun along the way, we would love to talk to you.

Apply now >

Source

To apply, please visit the following URL:https://jobicy.com/jobs/104328-technical-customer-success-manager-2→