Kong - Customer Success Manager

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:

- Min 3-5 years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, Technical Support, Professional Services)

- Knowledge of developer concepts such as DevOps, full-stack application development and 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 realized 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 deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention

- Prior experience administering/interacting with an API management platforms (plus)

- Prior experience working for a technology startup (plus)