Kong - Senior Customer Success Manager
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Requirements
• 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 • Strong collaboration and teamwork with cross-functional teams (Sales, • Product, Engineering, Marketing, Support, etc., to represent the voice of • 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
Responsibilities
• 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 • 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 • Document path to ROI through Joint Success Plan and playback • 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 • Periodic review of Kong implementation and walk-through best practices
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