About the role:
We are looking for a Senior Engagement Manager to join the growing Professional Services team at Kong. As an Engagement Manager, you will have the opportunity to work across the entire customer lifecycle to drive a prescriptive outcome(s) and successful delivery of engagements and programs for key customers. The Engagement Manager will ensure our customers are getting the most value out of Kong products and will help prepare, manage, and deliver strategic engagements across the defined install base.
As a primary professional services contact and ambassador for our customers (Developers, Architects, and C Suite), the Engagement Manager is a strategic long-term, relationship-based customer-facing role. Apart from driving successful delivery of services engagements, the Engagement Manager will be working on defining new service offerings, evolving the delivery framework, driving account expansions along with building a world-class professional services team. This is an incredibly strategic role and requires someone with very strong thought leadership, organizational, and communication skills along with the ability to multitask, context switching, and manage customer escalations.
Working at Kong presents a unique opportunity to help customers modernize their approach to IT to embrace Cloud Native development principles.
Why should you want to work at Kong?
Market Opportunity - We are on a quest to build a $10b+ software company over the next few years and need YOUR help!
Technical Leadership - We are recognized as the leader in innovation in the connectivity space.
Amazing Team & Culture - Come be a "Konger" and find out what we mean.
Building Great Products - Learn why the world's largest companies love our tech!
Over 250m+ downloads of our open source API gateway! Over 40k+ stars on Github between
Kong API and
Kong Insomnia!
What we are looking for?
- Own and lead selected, simultaneous billable customer engagements and manage customer expectations and drive prescriptive outcomes during the entire customer lifecycle(Pre Sales to Post Sales, Delivery, and Value Realization).
- Work with customers (including up to 'C level') and stakeholders to understand and analyze engagement scope, requirements, time, cost, and benefits.
- Drive the end-to-end engagement lifecycle to deliver business outcomes.
- Drive project management activities and oversee completion of engagement kickoffs, project charters, and deliverables, managing schedules, meeting milestones, and ensuring success throughout the engagement cycle.
- Engage with the Presales team to position and drive PS for new opportunities.
- Collaborate with other cross-functional teams(Sales, Pre Sales, Customer Success, Operations, Resource Management) to work on offerings, proposals pertaining to Professional Services, and other operational tasks such as reporting and invoicing.
- Prepare customer-facing and internal collateral such as solution presentations, blueprints, reusable artefacts, project plans, burnout, and status reports.
- Identify, prioritize, and own resolution of internal and customer escalations & project risks, driving an effective resolution across technical, business, and executive stakeholders.
- Identify opportunities for new professional services by understanding and addressing potential new use cases.
- Articulate the business value in the upsell and/or extension of services.
- Motivate, inspire, and mentor project team members to excel, and act as the GoTo person for Sales & Pre Sales to demonstrate Professional Services best practices and delivery framework.
- Demonstrate the value of Professional Services externally and internally.
- Represents Professional Services within account planning sessions and is able to formulate PS strategy holistically.
- Helps innovate tooling and processes to help mature and evolve our systems and processes.
- Makes use of productivity tools like Financial Force, Salesforce, Metabase, Trello, to maintain and manage programs of multiple onboarding and implementation projects along with reporting on key business metrics(Billings, Utilizations, Resource Capacity, and Forecasting).
- And any additional tasks required by the manager.
- #LI-KS1
What you will bring?
- Excellent customer-facing skills and ability to communicate with executives as well as other stakeholders at customer sites and cross-functionally within Kong.
- Ability to demonstrate relationship building internally and externally.
- Exceptional organizational and change management skills with an ability to manage competing client demands.
- Strong project/program management and services delivery experience with a track record of delivery for strategic customers on time and within budget.
- Deep experience working with project financial fundamentals and PSA tools such as Financial Force to own and drive operational activities (Reporting, Forecasting, and Tracking).
- Excellent presentation skills along with a strong understanding of professional services business metrics in a SaaS software environment.
- Ability to manage critical and political situations with business stakeholders with strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity.
- Proven team player, and team builder who loves to work in a fast-growing and roll up their sleeves in a dynamic environment and is able to keep pace with constant change.
- Ideally has prior experience working in the Open Source space and/or API Management or other Middleware/SaaS software companies.
What is a Konger?
We are a group of makers, thinkers, and doers focused on helping today’s developers build tomorrow’s technology. Our teams work on the bleeding edge of API innovation to provide our users with a central nervous system for data and services.
We put design at the heart of everything we do, and we’re relentlessly focused on creating beautiful experiences for our customers. That’s why technology companies, major banks, e-commerce innovators, and government agencies put Kong in front of their most important web applications.
We believe in the power of Open Source and everything it stands for. That’s why developers around the world enthusiastically contribute on top of our open-source platform.
We are passionate about solving challenges that will fundamentally shape the future of technology, and we’re looking for the right people to join us on our mission. If you believe in taking ownership of your work, making an impact, and having fun along the way, we would love to talk to you.
Kong Core Values:
Be Inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger.
Be Authentic. We are genuine, principled and confident without arrogance. Show respect and kindness, especially in tough moments.
Be Relentlessly Resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things build muscle.
Be Customer Obsessed. We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact.
Be Curious. We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way.
Be an Owner. We are drivers not passengers and own the quality and outcomes of our work.
About Kong:
Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). Loved by developers and trusted with enterprises’ most critical traffic volumes, Kong helps startups and Fortune 500 companies build with confidence – allowing them to bring solutions to market faster with API and service connectivity that scales easily and securely.
83% of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore, we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind!
For more information about Kong, please visit
konghq.com or follow @thekonginc on Twitter.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
