Senior Customer Success Manager at Kong, an API and AI connectivity platform company. Onboard and support customers, drive product adoption through technical workshops, manage accounts, and serve as trusted technical advisor for API management implementations.
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.
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
What you'll bring:
• 4+ years of experience working in a technical, customer-facing role
(Technical Account Management, Sales Engineering, 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)
• Proficiency in Cantonese and Mandarin
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About Kong:
Kong Inc., a leading developer of API and AI connectivity technologies, is building the infrastructure that powers the agentic era. Trusted by the Fortune 500 and startups alike, Kong's unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models. For more information, visit www.konghq.com.