Kentik

Customer Success Manager

• Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customer’s long-term health and success
• Support customers through the Kentik Customer Journey: from on-boarding through adoption, to renewal and growth
• Establish and maintain rapport with all assigned accounts
• Work closely with your team of Network Intelligence Advisors, Account Executives, Sales Engineers and Kentik Leadership to ensure customers have an optimal experience and achieve their desired outcomes
• Identify and call out account risks
• Capture key customer needs, translate them to internal tasks, and execute
• Aim to become each customer’s trusted advisor by displaying a high degree of emotional intelligence and being each customer’s advocate back to other Kentik teams
• Ability to work in a customer-first, team collaborative setting, supporting other team members and sharing what is working as well as what could be improved
• Travel on-site to key customers as needed

Product Manager

• Develop and execute a differentiated product vision, strategy, and roadmap for Kentik’s service provider segment, in partnership with the CPO and business unit General Manager
• Own both strategy and execution, balancing the conceptualization of strategic initiatives with the need for fast and iterative execution to accelerate growth
• Serve as a primary product evangelist for the service provider segment with customers, prospects, analysts, and partners, including presenting at industry events
• Manage a team of 3-5 individual contributor Product Managers
• Work closely with Engineering, Design, and Marketing to operationalize the delivery of the vision and strategy through roadmaps, feature definition, releases, and go-to-market plans
• Foster deep, collaborative relationships with key customers and partners to listen, learn, and identify the most critical and meaningful problems to solve
• Act as a leader within the company and be a role model for the company culture
• Report to the Chief Product Officer and partner closely with the General Manager for the Service Provider business unit

Director, Product Management

Product Marketing

• Lead Go-to-Market Strategy: develop the go-to-market plan for key products and solutions, strategize and execute product launches and updates
• Own Positioning and Messaging: develop core messaging, positioning, and playbooks; oversee and create content for practitioners and decision makers
• Shape Product Packaging & Pricing: align with Product on packaging, pricing, and solutioning for enterprise and service provider customers
• Enable Sales, Partners, and Customer Success: partner with Enablement to develop demos, training, and content for internal and external teams
• Engage Analysts and Customers: develop strong relationships with network, infrastructure, and cloud experts and implement learnings across GTM team
• Act as company spokesperson at conferences, podcasts, and webinars
• Mentor and manage product marketing team to deliver outcomes

Senior Director, Product Marketing

DevOps Engineer

• Own the technical onboarding and deployment experience for new Kentik customers
• Collaborate directly with customers to scope and execute the technical implementation plan, ensuring a clear path to their First Desired Outcome
• Lead the deployment and configuration of the Kentik platform, including Private Agent installation, test creation, and initial setup for new Kentik customers
• Serve as the primary technical point of contact during the customer's onboarding phase, providing expert guidance and proactive support
• Work closely with Solutions Engineers, Customer Success Managers, and Product and Engineering teams to ensure a smooth transition from pre-sales to post-sales
• Identify and escalate technical challenges or product gaps that may impact a customer's successful onboarding
• Facilitate seamless technical onboarding, configure the platform, deploy critical agents, and activate key initial use cases while building foundational customer relationships

Platform Deployment Engineer

Support Engineer

• Provide front-line technical advice and assistance to existing Kentik customers
• Own inbound customer support cases and see them through to resolution
• Correspond to customers within defined SLA’s in a timely, accurate, and efficient manner
• Troubleshoot and resolve highly technical issues, identify platform bugs, and handle new inbound customer feature requests
• Proactively work to escalate customer issues and collaborate on incidents
• Create and maintain technical documentation
• Participate in the on-call rotation
• Collaborate extensively with Customer Success Management, Platform Deployment, Network Intelligence Advisory, Product, and Engineering teams
• Work closely with Customer Experience teams, Account Executives, Solutions Engineers, and Product to ensure customers achieve maximum value from the Kentik platform

Technical Support Engineer

Solutions Engineer

• Manage all technical aspects of the sales process including product demonstration, proof of value, customer on-boarding, and feature requests
• Respond to RFIs, RFPs, and RFQs
• Assist marketing in identifying opportunities to expand product marketing collateral to help close sales opportunities
• Champion of listening to customer requirements to channel product feedback and feature requests to the product management organization
• Conduct post-sales engineering check-ins (in collaboration with Customer Success) with customers to maintain high customer success rates, share new features and product roadmap, and help customers integrate with their own in-house tools and systems
• Work in tandem with account team to meet or exceed monthly, quarterly, and annual booking objectives
• Attend trade shows, conferences, and meetups
• Travel to customers in designated territory

Customer Success Manager

Director, Product Management

Senior Director, Product Marketing

Platform Deployment Engineer

Technical Support Engineer

Solutions Engineer, Enterprise