Staff Customer Success Manager, Kong
Microservice API gateway
Open for applications
Microservice API gateway
501-1000 employees
Open for applications
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- 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
- 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 the job involves
- As a member of the Customer Success team, you will act as a champion for Kong customers.
- You will function as the primary post-sales point of contact for all technical, product, and support questions on a day-to-day basis.
- In addition, you will help establish, implement, and run processes and projects that help deliver successful adoption of Kong products.
- In this role, you will have the opportunity to interface with everyone in the customer environment, from developers to executives, to represent our values every day and to understand their business, operational, and technical needs to help them achieve the greatest value from Kong
- 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
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 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 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 prioritising 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: $345.6m
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
Rincon Hill, San Francisco, CA
Leadership
Augusto Marietti
(Co-Founder & CEO)Previously founded Mashape API Marketplace. Before Mashape, Augusto was an SF homeless immigrant from Italy.
Marco Palladino
(Co-Founder & CTO)Previously co-founded MemboxX, an online service for storing documents and small pieces of personal data.
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