Customer Experience Strategy and Operations Manager, Kong
$90.4-108.4k
Microservice API gateway
Open for applications
Microservice API gateway
501-1000 employees
Open for applications
$90.4-108.4k
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- A passion for data, user experience, and automation
- Strong customer service attitude, and ability to work independently and in a fast-paced environment
- A team player who works well in a collaborative environment
- Proficiency with SQL for data analysis and modelling. Experience with DBT is a plus
- Advanced Gsheet and Gslides skills; Tableau reporting expertise, Basic Salesforce reporting skills
- Reliability and attention to detail
- Excellent written and communication skills. Ability to concisely articulate complex issues and solutions to different audiences
- 3-5 year of relevant business experience
What the job involves
- We are seeking a dedicated CX Business Ops Analyst with a proven track record in Professional Services or Customer Success data analysis, ideally with experience in enterprise software environments
- As a member of the Customer Experience (CX) Operations team, you will support the CX (Professional Services, Customer Success, Support, Education) organisation’s growth and optimisation, while sitting in the broader Revenue Operations team
- In this role, you will have the opportunity to interface with everyone in the CX team as you build our internal analytics to help guide CX team members to deliver maximum value to Kong customers
- You will support both strategic and tactical initiatives and will function as the primary CX Ops point of contact for all data, reporting, and analytics questions on a day-to-day basis
- Work across SQL data warehouses (Snowflake and Bigquery), Tableau, Google Sheets, and Google Slides depending on the nature of the analysis and reporting. We use ETL and reverse ETL technologies to update our CRM and data warehouses and organise data transformations with DBT
- Create, maintain, analyse, and present reports, metrics, and dashboards across all levels and roles of the CX team
- Build and maintain slide decks for key CX Cadences (QBRs, All-Hands, Board Decks,...)
- Build and maintain the CX data dictionary and reporting suite for all roles and levels of CX
- Analyse, model, and forecast Professional Services KPIs for internal and external resources
- Own the user adoption and documentation of CX analytics
- 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
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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