Senior Technical Customer Success Manager

As a member of the Customer Success team at this company, you will act as a champion for their largest and most critical customers. Your primary responsibility will be to serve as the post-sales point of contact for all technical, product, and support queries on a day-to-day basis. Additionally, you will play a crucial role in establishing, implementing, and overseeing processes and projects aimed at ensuring the successful adoption of Kong products. This position offers you the unique opportunity to interact with individuals across the customer environment, ranging from Developers to Executives. By representing the company's values daily, you will gain insight into their business, operational, and technical requirements, thereby assisting them in deriving the utmost value from Kong. - **Onboard new customers by identifying their needs, project timelines, challenges, and risk factors - Advocate for and document customers" use cases, architecture, and roadmap - Drive the adoption and implementation of Kong product features through hands-on demonstrations and technical workshops - Collaborate with customers to explore new use-cases and expand the usage of Kong's API platform - Document the path to ROI via Joint Success Plans and communicate the business value - Cultivate strong relationships with customers, becoming their trusted technical advisor and partner - Participate in customer renewals and expansions - Efficiently manage and resolve customer escalations on behalf of product and services - Administer customer accounts using Kong's customer maturity model framework - Conduct periodic reviews of Kong implementations and share best practices - Undertake any additional tasks as directed by your manager - **3-5 years of experience in a technical, customer-facing role (e.g., Technical Account Management, Sales Engineering, Technical Support, Professional Services) - Familiarity with developer concepts like DevOps, full-stack application development, and microservices on cloud computing - Strong communication skills with the ability to articulate complex technical issues and solutions concisely - Proficiency in storytelling with data to showcase the business value delivered by Kong products - Excellent collaboration and teamwork skills to liaise with cross-functional teams - Eagerness to solve challenging technical problems independently - Experience in managing multiple projects simultaneously with attention to detail and delivering results across various initiatives - Prior exposure to administering/interacting with API management platforms is a plus - Previous work experience in a technology startup is a plus,