About the job
Join Us in Powering Global Connections!
If you feel you may not meet all the qualifications, we encourage you to apply anyway. We're seeking candidates who excel in key areas and possess a willingness to learn in others.
Role Overview:
As a critical member of our Customer Success team, you will advocate for Kong clients. You will serve as the main post-sales contact for all technical, product, and support inquiries. Your role will also involve setting up, executing, and managing processes and projects that ensure the successful adoption of Kong products. You'll have the chance to engage with various stakeholders in the customer ecosystem, from developers to executives, representing our values and comprehending their operational and technical needs to maximize their investment in Kong.
Key Responsibilities:
- Respond to customer inquiries primarily through inbound communication.
- Assist in onboarding new clients by assessing their needs, project timelines, challenges, and risks.
- Promote adoption of Kong product features through hands-on demonstrations and technical workshops.
- Conduct regular health checks on Kong implementations.
- Document and advocate for the customer’s use case, architecture, and strategic roadmap.
- Collaborate with customers to identify new use cases and broaden their utilization of Kong's API platform.
- Foster strong relationships with customers, becoming their trusted technical advisor and partner.
- Engage in discussions about renewals or expansions when consulted by Sales or Renewal teams for technical insights.
- Effectively manage the resolution of customer escalations related to products and services.
- Oversee customer accounts using Kong’s customer maturity model framework.
- Perform additional tasks as assigned by the manager.
What You Bring:
- Outstanding communication skills with the ability to clearly explain complex technical issues and solutions.

