Senior Technical Customer Success Manager

<b>Are you ready to power the World's connections?</b><br/>About the role:As a member of the CSM team you will act as a champion for our largest and most critical customers. You will function as the primary post-sales point of contact for all technical, product and support questions on a day-to-day basis and will help establish, implement and run processes and projects that help deliver successful adoption and usage 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 and will allow you to understand their business, operational, and technical needs to help them achieve the greatest value from <a href="http://Kong.Why" rel="noopener noreferrer">Kong.</a><br/><a href="http://Kong.Why" rel="noopener noreferrer">Why</a> should you want to work at Kong?  <br/>Market Opportunity - We are on a quest to build a $10b+ software company over the next few years and need YOUR help!<a href="https://systemsapproach.substack.com/p/why-apis-matter?s=r" rel="noopener noreferrer">Why APIs Matter</a>? APIs have been enabling innovation for decades!<a href="https://www.crunchbase.com/organization/konghq/company_financials" rel="noopener noreferrer">Strong VC team, Series D</a>, strong year over year revenue growth!Technical Leadership - We are recognized as the leader in innovation in the connectivity space.<a href="https://www.youtube.com/watch?v=wd-VjsYrPMs" rel="noopener noreferrer">Marco, our CTO/co-founder</a>- “We are the Cisco of L4 and L7” - CUBE Conversation, March 2021<a href="https://venturebeat.com/2021/05/17/how-the-api-economy-is-powering-digital-transformation/" rel="noopener noreferrer">We are the leading innovator</a> in the connectivity space!Amazing Team &amp; Culture - Come be a "Konger" and find out what we mean.<a href="https://www.greatplacetowork.com/certified-company/7020766" rel="noopener noreferrer">Great Place to Work Certified</a> in 2020 &amp; 2021Kong employees exemplify our culture at our<a href="https://drive.google.com/file/d/17a8naiP7XQdXF_XnG5FIpCbqZ8SodiuM/view" rel="noopener noreferrer">2022 Sales Kickoff</a><a href="https://www.businesswire.com/news/home/20220809005784/en/Kong-Inc.-Is-Named-to-the-2022-Forbes-Cloud-100-for-the-Second-Consecutive-Year" rel="noopener noreferrer">2022 Forbes Cloud 100 Honoree</a>Building Great Products - Learn why the world's largest companies love our tech!<a href="https://konghq.com/blog/leader-2021-gartner-mq-api-management" rel="noopener noreferrer">Kong Named a Leader in the 2021 Gartner Magic Quadrant</a>Over 250m+ downloads of our open source API gateway!  Over 40k+ stars on Github between<a href="https://github.com/Kong/kong" rel="noopener noreferrer">Kong API</a> and<a href="https://github.com/Kong/insomnia" rel="noopener noreferrer">Kong Insomnia</a>! <h3>What you will do</h3> <ul> <li>Ensure constant communication with customers and emerge as customer’s trusted technical advisor and a partner</li><li>Establish business value for customers and help them achieve the targets and ROI</li><li>Involved in customer’s renewal and <a href="http://expansion.Work" rel="noopener noreferrer">expansion.</a></li><li><a href="http://expansion.Work" rel="noopener noreferrer">Work</a> with customers to explore new use cases and expand Kong’s API platform usage</li><li>Understand, advocate and document customer’s use case, architecture and roadmap</li><li>Effectively manage the tracking and resolution of customer escalations on behalf of product and services</li><li>Manage customer accounts with Kong’s customer maturity model framework</li><li>Periodic review of Kong implementation and walk through best practices</li><li>And any additional tasks required by manager</li></ul> <h3>What you'll bring:</h3> <ul> <li>3-5 years of demonstrated experience handling enterprise customers of all sizes in Technical Account Management, Technical Support and/or Professional Services functions in a Software/SaaS company</li><li>Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision</li><li>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</li><li>Excellent communication skills and an ability to concisely explain complex technical issues and solutions</li><li>Prior experience administering/interacting with an API management platforms (plus)</li><li>Prior experience working for a technology startup (plus)</li></ul><b>What is a Konger?</b> <br/><span>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.</span> <br/><span>We put design at the heart of eve