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About the role:
As a member of the Customer Success team you will act as a champion for our growing commercial customers. A Digital Customer Success Job involves the use of digital tools and strategies to move the customer through a successful onboarding and adoption journey. This role is central to Kong’s ability to scale customer success so that our entire customer base can have access to product knowledge and adoption best practices in a digital world. The professional in this role is responsible for understanding customer needs, designing digital experiences that meet those needs, and continuously improving these experiences based on customer feedback and data analysis.
In addition you will help establish, implement and run processes and projects that help deliver successful adoption 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, as well as allow you to understand their business, operational, and technical needs to help them achieve the greatest value from Kong.
What you'll be doing:
- Guide all the post-sales phases of the customer lifecycle from onboarding, implementation, adoption to expansion and evangelization for our cohort of commercial customers
- You will do this at scale through marketing campaigns, delivering webinars, hosting product roadshows, product demonstrations and technical workshop sessions to help customers utilize our learning resources and get started on our products.
- You will monitor adoption and work on automated ways to measure adoption and build early warning systems for customer risk in an engagement model where 1:1 is not possible
- Work with product and engineering to drive more automated signals for usage and product adoption into Customer 360 dashboards and models
- When a customer risk is spotted you will supply the appropriate playbooks, get well templates to enable the customer to self-help or direct them to a 1:many session that can help them
- Interfacing with the Renewals team in Sales, you will provide warnings on risk for cohorts of customers upto 6 months ahead and help remove obstacles to a successful renewal
- Work to translate assets, playbooks, templates and strategies from our high-touch model into bite size, scaled and where possible automated motions. Eg: Design a self-guided onboarding for digital success customers in an innovative manner possibly customizing for products they own
- Own issue resolution when customer inquiries come into a queue where human intervention is required to get the customer operational eg: support portal access not granted
- And any additional tasks required by manager
What you'll bring:
- 2-3 years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, Technical Support, Professional Services)
- Knowledge on DevOps or full-stack application development or microservices on cloud computing
- A proactive self-starter who takes initiative and demonstrates the ability to work independently while effectively managing multiple tasks.
- Experience delivering technical material to audiences as a trainer or product expert over zoom or any video conferencing software
- 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
- Prior experience administering/interacting with an API management platforms (plus)
- Prior experience working for a technology startup (plus)
