Senior Technical Customer Success Manager

Kong

California +3 more

Remote

Who this role is best for

A natural match if you have experience in SaaS or infrastructure software and a builder's mentality.

Best fit for

Candidates with experience in SaaS or infrastructure software and a passion for customer success
— “Ideally have prior experience of a similar role within SaaS, Open Source and/or Infrastructure software companies”
Individuals who thrive in fast-paced startups and have a foundational understanding of cloud-native technologies
— “This is an incredibly exciting and challenging role at the forefront of technology”
Candidates who can identify patterns in customer behavior and implement automated solutions
— “Manage a portfolio of commercial customers, looking for patterns that can be addressed through an automated approach”

Things to consider

The role requires a strong grasp of complex technology environments and APIs
— “Have a good understanding of complex technology environments”
Candidates must be prepared to collaborate extensively with sales and product teams
— “Working with Sales and Product teams to ensure our customers are getting the most out of the solution”

How to stand out

Highlight your ability to innovate with customer engagement tools and processes
— “Helping innovate our tooling and processes to make you and your team more efficient”
Emphasize your experience with cloud-native and API management technologies
— “Have a solid understanding of Cloud Native and the technologies that make it work”
Showcase your track record in building customer relationships and driving outcomes
— “Coaching our customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams”
Demonstrate your ability to identify and solve complex problems for customers
— “Have a builder’s mentality, seeking to find solutions to complex problems that will make life better for our customers”
Position yourself as a proactive self-starter with a focus on customer value
— “Be a self starter with strong organizational skills to drive effective customer outcomes”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

coaching customers throughout their lifecycle
defining adoption plans
working with sales and product teams

Typical background

customer success managementtechnical customer supportSaaS industry

Skills & requirements

Required

Customer Success ManagementTechnical Customer SupportAPI And Microservices

Preferred

Cloud Native TechnologiesCI/CDDevOps

Stack & domain

ApisMicroservicesCloud NativeDevOpsCI/CDIaasCommunicationProblem SolvingTeamworkCustomer SuccessEnterprise Software

About the role

Original posting from Kong via Ashby

Are you ready to unlock intelligence?
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.
About the Role:
You will be working at a dynamic and fast paced start-up as a member of the Customer Experience (CX) team. You will be enabling Customers to leverage APIs and microservices to drive their business initiatives in one of the most exciting and innovative technology domains in the industry. This team is responsible for interfacing with our customers throughout their lifecycle helping them realize the value of their Kong investment.
As a member of the CX team you will act as a champion for our most critical asset, our customers. You will be working with a portfolio of customers seeking to identify growth opportunities and ensuring they have what they need to be successful. In this role you will work alongside the Americas sales teams and will have the opportunity to build a large portfolio of Customers.
This is an incredibly exciting and challenging role at the forefront of technology, requiring someone with very strong organizational and communication skills. You will not only be building strong relationships with key customers, you will be pioneering the approach to managing customers by leveraging self service technology and re-usable assets to maximize the value Kong can provide.
Working at Kong presents a unique opportunity to help to modernize enterprise software and learn about how businesses run in the digital age.
Above all you’ll be acting as a stellar teammate for the rest of Kong.
What You'll Do:
Coaching our customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes
Defining what ‘good’ looks like in terms of adoption plans, post-sales engagement, what is recommended and why
Working with Sales and Product teams to ensure our customers are getting the most out of the solution
Helping innovate our tooling and processes to make you and your team more efficient
Working on innovative and cutting edge customer projects
Learning our products and technologies, taking that knowledge and applying it to real world usage
Collaborating with other peers, business partners and groups. Representing not only yourself and the rest of your team but all of Kong and other exciting tasks you may identify to grow our company
What You'll Bring:
Have a builder’s mentality, seeking to find solutions to complex problems that will make life better for our customers and Kong
Manage a portfolio of commercial customers, looking for patterns that can be addressed through an automated approach using the latest customer engagement techniques
Have passion and determination about our technology and our customers
Be a self starter with strong organizational skills to drive effective customer outcomes
Have a good understanding of complex technology environments
Have great self awareness and strong communication skills
Ideally have prior experience of a similar role within SaaS, Open Source and/or Infrastructure software companies
Have a solid understanding of Cloud Native and the technologies that make it work (Containerization, Kubernetes, Microservices) as well as have a have a foundational understanding of APIM
Finally, understands the value of DevOps, CI/CD and Cloud Computing IaaS
#LI-JW1
About Kong:
Kong Inc., the AI Connectivity Company, is building the connectivity layer of AI. Trusted by the Fortune 500® and AI-native startups alike, Kong’s unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic — on any model, any cloud. For more information, visit www.konghq.com http://www.konghq.com.

Source: Kong careers (Ashby)