Job Description
Senior Customer Experience Manager
United States /
Customer Experience Customer Experience /
Full-time
Are you ready to power the World’s connections?
About Kong:
Kong creates software and managed services that connect APIs and microservices natively across and within clouds, Kubernetes, data centers and more using intelligent automation. Built on an open source core, Kong’s service connectivity platform enables 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. For more information about Kong, please visit konghq.com or follow @thekonginc on Twitter.
Follow us on LinkedIn for more Life at Kong nuggets! 2020 Kong Summit Highlight Video
About The Role:
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.
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!
- APIs are driving innovation across every industry!
- Strong VC team, Series D, strong year over year revenue growth!
Technical Leadership We are recognized as the leader in innovation in the connectivity space.
- Marco, our CTO/co-founder We are the Cisco of L4 and L7 CUBE Conversation, March 2021
- We are the leading innovator in the connectivity space!
Amazing Team & Culture Come be a “Konger” and find out what we mean.
- Great Place to Work Certified in 2020 & 2021
- Kong employees discuss our culture at our 2020 Company Kickoff
Building Great Products Learn why the world’s largest companies love our tech!
- Kong Named a Leader in the 2020 Gartner Magic Quadrant
- Over 250m+ downloads of our open source API gateway! Over 40k+ stars on Github between Kong API and Kong Insomnia!
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
- And any additional tasks required by manager
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
What is a Konger? (see our company values below)
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:
Global We work together from anywhere to achieve our common goals. Our differences make us stronger. We seek to understand different points of view and their implications on work.
Real We are genuine, principled and confident without an attitude. We seek to understand our own strengths and vulnerabilities. We understand the effect of external factors on ourselves and we manage our own emotions and understand the effect they have on other people.
Unstoppable We are biased towards action and decision, we persevere and always go the extra mile. We understand how to prioritize and work with urgency and focus. We are self-motivated and exhibit a high personal drive.
Champion – We listen and speak up for customers, community, partners and each other. We have an ability to provide feedback that is specific, constructive and fact-based. We listen, are able to receive feedback without taking it personally and we look at our own performance in order to improve.
Explorer – We challenge the status quo by discovering, innovating, failing fast and learning. We are self-directing and use creativity when solving problems that may be complex and ambiguous. We are adaptable, able to navigate and solve problems, especially in times of rapid change and high-ambiguity.