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Staff Customer Success Manager

    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 Kong.
    This role can be based in Sydney or Melbourne.

    What you will do:

    Ensure constant communication with customers and emerge as the customer’s trusted technical advisor and partner. Establish business value for customers and help them achieve the targets and ROI. Responsible for customer adoption and helping the account team identify opportunities for expansion. Work with customers to explore new use cases and expand Kong’s API platform usage. Understand, advocate and document the customer’s use case, architecture and roadmap. Effectively manage the tracking and resolution of customer escalations on behalf of products and services. Manage customer accounts with Kong’s customer maturity model framework. Periodic review of Kong implementation and walk-through best practices. And any additional tasks required by the manager.

    What you’ll bring:

    5 years of demonstrated experience handling enterprise customers of all sizes in technical account management and/or customer success and experience with enterprise infrastructure software. Strong desire to tackle hard technical problems and proven ability to do so with little or no direct daily supervision. Experience managing multiple projects at a time while focusing on attention to detail and delivering results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention. Excellent communication skills and an ability to concisely explain complex technical issues and solutions. Prior experience administering/interacting with API management platforms is a plus. Prior experience working for a technology startup is a plus.

    What is a Konger?

    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:

    Be Inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger.
    Be Authentic. We are genuine, principled and confident without arrogance. Show respect and kindness, especially in tough moments.
    Be Relentlessly Resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things build muscle.
    Be Customer Obsessed. We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact.
    Be Curious. We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way.
    Be an Owner. We are drivers not passengers and own the quality and outcomes of our work.

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