Customer Success Manager
Kong Inc.
full-time
Posted on:
Location Type: Remote
Location: France
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About the role
- 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.
Requirements
- 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.
Benefits
- Remote work
- Opportunity to work with Fortune 500 companies and startups
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
APImicroservices architectureKubernetesAWSGCPAzuredata storytellingproject managementcustomer maturity modeltechnical workshops
Soft Skills
communicationcollaborationteamworkproblem-solvingattention to detailcustomer relationship managementtechnical advisoryescalation managementtrust buildinginitiative