Onboard new customers while validating and identifying customers needs, key project timelines, potential challenges and risk factors
Understand, advocate and document the customer's use case, architecture and roadmap
Drive the adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions
Work with customers to explore new use-cases and expand Kong's API platform usage
Document path to ROI through Joint Success Plan and playback business value
Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner
Be involved in customers renewal and expansion
Effectively manage the tracking and resolution of customer escalations on behalf of the product and services
Manage customer accounts with Kong's customer maturity model framework
Periodic review of Kong implementation and walk-through best practices
What you'll bring:
4+ years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, 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 realised through 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 to 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)
