Senior Technical Customer Success Manager

Overview

Senior Technical Customer Success Manager in the Customer Experience (CX) team at Kong, working with a portfolio of commercial customers to drive adoption and value from Kong's API and AI platform.

What you'll do

• Coach customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes
• Define what 'good' looks like in terms of adoption plans, post-sales engagement, and what is recommended and why
• Work with Sales and Product teams to ensure customers get the most out of the solution
• Help innovate tooling and processes to make you and your team more efficient
• Work on innovative and cutting edge customer projects
• Learn Kong's products and technologies and apply that knowledge to real world usage
• Collaborate with peers, business partners and groups, representing yourself, your team and all of Kong

What you'll need

• A builder's mentality, seeking solutions to complex problems that make life better for 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
• Passion and determination about the technology and the customers
• Self starter with strong organizational skills to drive effective customer outcomes
• Good understanding of complex technology environments
• Great self awareness and strong communication skills
• Solid understanding of Cloud Native and the technologies that make it work (Containerization, Kubernetes, Microservices)
• Foundational understanding of APIM
• Understanding of the value of DevOps, CI/CD and Cloud Computing IaaS

Nice to have

• Prior experience of a similar role within SaaS, Open Source and/or Infrastructure software companies

Details

• Location: California, United States