As a member of the CSM team you will act as a champion for our largest and most critical 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 and will help establish, implement and run processes and projects that help deliver successful adoption and usage of Kong products. In this role you will have the opportunity to interface with everyone in the customer environment from Developers to Executives and represent our values every day and will allow you to understand their business, operational, and technical needs to help them achieve the greatest value fromKong.
What you'll be doing:
Ensure constant communication with customers and emerge as customer’s trusted technical advisor and a partner
Establish business value for customers and help them achieve the targets and ROIInvolved in customer’s renewal and expansion.
Work with customers to explore new use cases and expand Kong’s API platform usage
Understand, advocate and document customer’s use case, architecture and roadmap
Effectively manage the tracking and resolution of customer escalations on behalf of product and services
Manage customer accounts with Kong’s customer maturity model framework
Periodic review of Kong implementation and walk through best practices
And any additional tasks required by manager
What you'll bring:
3-5 years of demonstrated experience handling enterprise customers of all sizes in Technical Account Management, Technical Support and/or Professional Services functions in a Software/SaaS company
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 deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
Excellent communication skills and an ability to concisely explain complex technical issues and solutions
Prior experience administering/interacting with an API management platforms (plus)Prior experience working for a technology startup (plus)
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