CX Strategy & Operations Manager, Kong
$109-136k
Microservice API gateway
Open for applications
Microservice API gateway
501-1000 employees
Open for applications
$109-136k
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- 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
- You’re data-driven, comfortable with complex datasets, and skilled at solving ambiguous problems with a mix of technical expertise and creativity
- You thrive in fast-paced, collaborative environments, balance priorities well, and enjoy making a measurable impact
- Reliability and attention to detail. Your calculations will lead to significant strategic decisions and must be highly reliable
- A passion for calculating and presenting data, a truth-seeker who will find the root cause of KPI trends and make compelling explanations
- Proven track record of using analytics to drive business strategy and improve performance
- Excellent communication skills with the ability to collaborate effectively across global and cross-functional teams
- Ability to quickly adapt to changing environments and priorities
- Expert Gsheet and Gslides skills; autonomy with Tableau reporting, Basic Salesforce reporting skills
- Knowledge of SQL for basic data analysis and modelling
- Over 5 years of relevant business experience
What the job involves
- We’re seeking a CX Strategy & Operations Manager with experience in Professional Services or Customer Success operations, ideally within enterprise software
- As part of the CX Operations team within Revenue Operations, you'll help scale and optimize our Professional Services, Customer Success, Support, and Education functions
- You’ll be the go-to for CX data, reporting, and analytics, supporting both strategic and tactical initiatives
- This role offers broad exposure across the CX team, helping guide execution and drive value for Kong customers
- Be the expert on all CX KPIs, how they’re calculated, how they’re trending, and what they mean for our team and business
- Create, maintain, analyse, and present reports, metrics, and dashboards across all levels and roles of the CX team
- Build and maintain reports and slide decks for key CX Cadences (QBRs, monthly All-Hands, Board Decks, weekly KPI reports...) and processes (capacity planning, OKRs)
- Analyse, model, and forecast Professional Services KPIs for internal and external resources
- Manage CX team inquiries and ad-hoc requests across data, reporting, and analytics
- Help improve customer data points and run projects as necessary to ensure data integrity
- Maintain the CX data dictionary and reporting suite for all roles and levels of CX
- Own the user adoption and documentation of CX analytics
- Work across Google Sheets, Google Slides, SQL data warehouses (Snowflake and Bigquery), and Tableau, depending on the nature of the analysis and reporting
- And any additional tasks required by manager
Our take
Kong provides a cutting-edge API and service lifecycle management platform tailored for modern architectures, such as microservices, containers, cloud, and serverless environments. With a focus on flexibility, scalability, speed, and performance, Kong allows developers and Global 5000 enterprises to securely connect and orchestrate microservice APIs for today's sophisticated applications.
The core products offered by Kong include Kong, an open-source API and Microservices management solution Galileo, a platform for API analytics and debugging; Gelato, a platform for creating developed portals for PIs and Microservices; and API Marketplace, a hub for discovering and publishing cloud APIs. Additionally, the recent introduction of a new collection of AI plug-ins in Kong Gateway 3.6 enhances the platform's capabilities further, reinforcing its commitment to innovation and advancement.
In pursuit of growth, the company is prioritizing expanding its marketing efforts, bolstering its customer service team, and accelerating product development. By focusing on these key areas, Kong aims to continue providing unparalleled solutions and support to its ever-expanding user base in the rapidly evolving landscape of modern application development.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Nov 2024
$175m
SERIES E
Feb 2021
$100m
SERIES D
Total funding: $344.1m
Company benefits
- Flexible time off: Take time to take care of yourself and the things that matter most
- Stock options: We want you to share in our success. That's why stock options are offered to most Kongers
- U-First Fridays: Get 4 hours a month for continuous learning with a book, podcast, or course of your choice
- Virtual events: Stay connected with Donut chats, trivia, fitness challenges, guided meditations, and more
- Dedicated unplug days: Silence those notifications. Enjoy some well-deserved long weekend where the entire team unplugs
- Home office stipend: Build a home office environment tailored to support your productivity
Company HQ
The East Cut, San Francisco, CA
Leadership
Augusto Marietti
(CEO)Previously founded Mashape API Marketplace. Before Mashape, Augusto was an SF homeless immigrant from Italy.
Janet Phillips
(Vice President of People)Previously Director at SonicWALL for 5 years and Senior Director at Symantec for 7 years.
Marco Palladino
(CTO)Previously co-founded MemboxX, an online service for storing documents and small pieces of personal data.
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