Technical Customer Success Manager, Kong
$140-160k
+ Variable pay
Microservice API gateway
Open for applications
Microservice API gateway
501-1000 employees
Open for applications
$140-160k
+ Variable pay
501-1000 employees
Company mission
To build the nervous system that will safely and reliably connect all of humankind!
Role
Who you are
- 3-5 years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, Technical Support, Professional Services)
- Knowledge of developer concepts such as DevOps, full-stack application development and microservices on cloud computing
- Excellent communication skills and an ability to concisely articulate complex technical issues and solutions
- Storytelling with data to articulate business value realized though 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 deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention
- Prior experience administering/interacting with an API management platforms (plus)
- Prior experience working for a technology startup (plus)
What the job involves
- 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 from Kong
- 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 ROI
- Involved 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, including driving cadence calls, and establishing Quarterly Business Reviews
- Periodic review of Kong implementation and walk through best practices
- 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
Insights
Some candidates hear
back within 2 weeks
23% female employees
2% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2021
$100m
SERIES D
Mar 2019
$43m
SERIES C
Total funding: $169.1m
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 values
- Global: Be inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger
- Real: Be authentic. We are genuine, principled and confident without arrogance. Show respect and kindness, especially in tough moments
- Unstoppable: Be relentlessly resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things build muscle
- Champions: 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
- Explorers: 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
- Own it: Be an owner. We are drivers not passengers and own the quality and outcomes of our work
Company HQ
The East Cut, San Francisco, CA
Articles
Founders
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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