Senior Technical Customer Success Manager at Kong

Thailand

Apply Now

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

Key technologies and capabilities for this role

Customer OnboardingAPI ArchitectureProduct DemonstrationsTechnical WorkshopsROI AnalysisEscalation ManagementCustomer Maturity ModelKong Products

Questions & Answers

Common questions about this position

What experience is required for the Senior Technical Customer Success Manager role?

Candidates need 3-5 years of experience in a technical, customer-facing role such as Technical Account Management, Sales Engineering, Technical Support, or Professional Services, plus hands-on experience with DevOps, full-stack development, or microservices on cloud computing.

What are the key skills needed for this position?

Essential skills include excellent communication to articulate complex technical issues, storytelling with data to show business value, strong collaboration with cross-functional teams, and the ability to manage multiple projects with attention to detail.

Is prior experience with API management required?

Yes, prior experience administering or interacting with an API management platform is required.

What is the compensation or salary for this role?

This information is not specified in the job description.

Is this a remote position, or is there a location requirement?

This information is not specified in the job description.

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