Engagement Manager at Kong

Singapore

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

Strong thought leadership, organizational, and communication skills
Ability to multitask, context switch, and manage customer escalations
Experience owning and leading simultaneous billable customer engagements across the customer lifecycle (pre-sales to post-sales, delivery, and value realization)
Ability to work with customers (including C-level) and stakeholders to understand and analyze engagement scope, requirements, time, cost, and benefits
Proficiency in driving end-to-end engagement lifecycle to deliver business outcomes
Skills in project management activities, including engagement kickoffs, project charters, deliverables, schedules, milestones, and ensuring success
Experience engaging with presales teams to position and drive professional services for new opportunities
Ability to collaborate with cross-functional teams (Sales, Pre-Sales, Customer Success, Operations, Resource Management) on offerings, proposals, reporting, and invoicing
Capability to prepare customer-facing and internal collateral (solution presentations, blueprints, reusable artifacts, project plans, burnouts, status reports)
Skills in identifying, prioritizing, and owning resolution of internal and customer escalations and project risks across technical, business, and executive stakeholders
Ability to identify opportunities for new professional services, articulate business value for upsell/extension
Experience motivating, inspiring, and mentoring project team members
Ability to demonstrate professional services best practices, delivery framework, and value externally and internally
Proficiency in representing professional services in account planning sessions and formulating PS strategy holistically
Skills in innovating tooling and processes to mature systems and processes
Familiarity with productivity tools like Financial Force, Salesforce, Metabase, Trello for managing programs, onboarding, implementation projects, and reporting on key metrics (Billings, Utilizations, Resource Capacity)

Responsibilities

Own and lead selected, simultaneous billable customer engagements, manage expectations, and drive prescriptive outcomes during the entire customer lifecycle
Work with customers (including C-level) and stakeholders to understand and analyze engagement scope, requirements, time, cost, and benefits
Drive the end-to-end engagement lifecycle to deliver business outcomes
Drive project management activities, oversee completion of engagement kickoffs, project charters, deliverables, manage schedules, meet milestones, and ensure success
Engage with presales team to position and drive PS for new opportunities
Collaborate with cross-functional teams on offerings, proposals, professional services, reporting, and invoicing
Prepare customer-facing and internal collateral such as solution presentations, blueprints, reusable artifacts, project plans, burnouts, and status reports
Identify, prioritize, and own resolution of internal and customer escalations and project risks
Identify opportunities for new professional services by understanding new use cases and articulating business value for upsell/extension
Motivate, inspire, and mentor project team members to excel
Act as go-to person for sales and presales to demonstrate PS best practices and delivery framework
Demonstrate value of professional services externally and internally, represent PS in account planning, and formulate PS strategy holistically
Innovate tooling and processes to mature and evolve systems and processes
Use productivity tools to maintain and manage programs of multiple onboarding and implementation projects and report on key business metrics

Skills

Professional Services

Customer Engagement

Account Management

Cloud Native

Project Delivery

Stakeholder Management

Value Realization

Escalation Management

Billable Engagements

Strategic Consulting

Kong

API management and connectivity solutions provider

About Kong

Kong focuses on API management and connectivity, providing tools that help businesses manage, secure, and optimize their APIs for software communication. Its main product, Kong Gateway, is a fast API gateway that can handle up to 50,000 transactions per second, while Kong Konnect offers a SaaS platform for API management and Kong Mesh manages microservices. Kong stands out by combining open-source technology with enterprise solutions, allowing free access to core features and offering premium services for businesses. The company's goal is to enhance developer productivity, security, and performance for a diverse range of clients in a rapidly growing market.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$334.7MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees