Customer Experience Manager

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You will be working at a hectic and fast paced Startup as a member of the Customer Experience (CX) team. This team is responsible for interfacing with our customers throughout their lifecycle, coordinating various customer meetings and acting as an interface between the customer and Kong teams. As a member of the CX team you will act as a champion for our largest and most critical customers. Helping establish, implement and run processes and projects that help deliver successful adoption and usage of Kong products. You will be the quarterback for most post-sales activities with our key customers.In this role you will have the opportunity to interface with everyone in the customer environment from Developers to Executives and represent Kong culture and values everyday.

This is an incredibly challenging role and requires someone with very strong organizational and communication skills. Working at Kong presents a unique opportunity to help to modernize enterprise software and learn about how businesses run in the digital age.

Above all you’ll be acting as a stellar teammate for the rest of Kong.

What You’ll Be Doing

    • Leading the creation and execution of Customer Adoption Plans and coaching our customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes
    • Working with a diverse team of people from all over the world
    • Work on innovative and cutting edge customer projects
    • Help innovate our tooling and processes to make you and your team more efficient
    • Learning our products and technologies, taking that knowledge and applying it to real world usage
    • Collaborating with other peers, business partners and groups. Representing not only yourself and the rest of your team but all of Kong
    • Defining what ‘good’ looks like in terms of adoption plans, post-sales engagements, what is recommended and why
    • Working with Sales and Product teams to ensure our customers are getting the most out of the solution
    • Occasionally working in a project management capacity for internal and customer facing projects

What we are looking for

    • Enjoy working with others and collaborating
    • Self starter who has strong organizational and communication skills
    • Passion and determination about our technology and our customers
    • Enjoy working with others and collaborating
    • Self awareness and strong communication skills are a must
    • 5+ years of prior work experience is required specifically in a Customer Support, Success or Project Management role.
    • Preference will be given to candidates who have prior experience in Open Source and/or Infrastructure software companies

About Kong Inc.

Kong creates software that connects APIs and microservices natively across and within clouds, Kubernetes, data centers and more using intelligent automation. Built on an open source core, Kong’s solutions enable digital innovation by allowing organizations to reliably and securely manage the full lifecycle of APIs and services for modern architectures including microservices, serverless and service mesh. By providing developer teams with unprecedented architectural freedom, Kong accelerates innovation cycles, increases productivity, and seamlessly bridges legacy and modern systems and applications.

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