kong - P-Staff Customer Success Manager, UK
Requirements
• Grit & Determination: Customer obsession and the resilience to bounce back from setbacks, relentlessly pursuing customer goals and overcoming issues. • Curiosity: An inquisitive mindset paired with active listening and probing skills to ask layered, open-ended questions that uncover root causes. • Team-Oriented Mindset: A deeply collaborative approach to achieving shared company goals, rather than focusing solely on individual wins. • Prioritisation: Experience managing multiple customers 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.
Responsibilities
• Drive Strategic Customer Success: Develop comprehensive success plans covering use cases, roadmaps, and positive business outcomes. • Value realization: Take customers through a value-based engagement model, and gain a clear understanding of Kong’s impact on their business. • Navigate Complex Organizations: Map customer organizations by building power and influence charts to identify key champions and decision-makers. • Leverage Partner Ecosystems: Utilize partners to uncover new personas within the customer organization and expand stakeholder alignment. • Harness Data & Analytics: Use utilization metrics, Leading Indicators, and tools like Tableau, SFDC, Clari, and Hex to monitor health, identify risks, and extract actionable insights. • Master the Message: Run impactful QBRs/EBRs by adopting an executive mindset, clearly articulating the value of the Kong platform in alignment with the customer’s business needs. • Command the Platform: Confidently articulate the unique value of Kong's components (Dedicated Cloud Gateway, API Gateway, AI Gateway, Mesh Manager, etc.). • Manage Renewals & Forecasting: Collaborate closely with the broader account team to validate renewal timelines, surface cross-sell opportunities, and maintain strong SFDC hygiene
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