Original listing text, shown exactly as published by the company.
About the role
As a member of the Customer Success team, you will act as a champion for Kong 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, to represent our values every day and to understand their business, operational, and technical needs to help them achieve the greatest value from Kong.
What you will do
- Engage with customers primarily through inbound requests.
- Support onboarding new customers by validating and identifying their needs, key project timelines, potential challenges, and risk factors.
- Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions.
- Periodic review of Kong implementation through health checks.
- Understand, advocate, and document the customer’s use case, architecture, and roadmap.
- Work with customers to explore new use cases and expand Kong’s API platform usage.
- Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner.
- Participate in renewal or expansion discussions when looped in by Sales or Renewal teams for technical input.
- Effectively manage the tracking and resolution of customer escalations on behalf of products and services.
- Manage customer accounts with Kong’s customer maturity model framework.
- And any additional tasks required by the manager.
What you'll bring
- Excellent communication skills and an ability to concisely articulate complex technical issues and solutions.
- Practical working knowledge of API’s and microservices architectures.
- Previous experience with Kubernetes and Cloud technologies (AWS, GCP, Azure).
- 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 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.
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