Senior Technical Customer Success Manager at Kong

Thailand

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

TechnologyIndustries

Requirements

3-5 years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, Technical Support, Professional Services)
Hands-on experience with DevOps or full-stack application development or 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 realised through 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 to do so with little or no direct daily supervision
Experience managing multiple projects at a time while focusing on attention to detail and delivering results across multiple initiatives, such as driving expansion, customer satisfaction, feature adoption, and retention
Prior experience administering/interacting with an API management platform (plus)
Prior experience working for a technology startup (plus)

Responsibilities

Onboard new customers while validating and identifying customer needs, key project timelines, potential challenges and risk factors
Understand, advocate and document customer’s use case, architecture and roadmap
Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions
Work with customers to explore new use-cases and expand Kong’s API platform usage
Document path to ROI through Joint Success Plan and playback business value
Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner
Be involved in customer’s renewal and expansion
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
Periodic review of Kong implementation and walk through best practices
Any additional tasks required by manager

Skills

Customer Onboarding

API Architecture

Product Demonstrations

Technical Workshops

ROI Analysis

Escalation Management

Customer Maturity Model

Kong Products

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