Are you ready to power the World's connections?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
As a member of the Customer Success 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. In addition, you
will help establish, implement and run processes and projects that help deliver
successful adoption 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, as well as allow you to understand their business,
operational, and technical needs to help them achieve the greatest value from Kong.
What you'll be doing:
Onboard new customers while validating and identifying customers
needs, key project timelines, potential challenges and risk factors
Understand, advocate and document the customer’s use case, architecture
and roadmap
Drive the 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 customers’ renewal and expansion
Effectively manage the tracking and resolution of customer escalations
on behalf of the product and services
Manage customer accounts with Kong’s customer maturity model
framework
Periodic review of Kong implementation and walk-through best practices
And any additional tasks required by the manager
What you'll bring:
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 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 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)
About Kong:
Kong Inc., a leading developer of cloud API technologies, is on a mission to enable companies around the world to become “API-first” and securely accelerate AI adoption. Kong helps organizations globally — from startups to Fortune 500 enterprises — unleash developer productivity, build securely, and accelerate time to market. For more information about Kong, please visit www.konghq.com or follow us on X @thekonginc.
