Customer Success Manager

This is a fully remote position, open to applicants in France.

📋 Description

• Interact with customers mainly through incoming inquiries.

• Assist in onboarding new clients by assessing and identifying their requirements, key project timelines, potential obstacles, and risk factors.

• Promote the adoption and implementation of Kong product features by conducting hands-on product demonstrations and technical workshops.

• Conduct periodic reviews of Kong implementations through health assessments.

• Comprehend, advocate for, and document the customer's use case, architecture, and future plans.

• Collaborate with customers to explore new use cases and enhance the utilization of Kong’s API platform.

• Establish active and meaningful relationships with clients, becoming their trusted technical advisor and partner.

• Take part in renewal or expansion discussions when involved by Sales or Renewal teams for technical insights.

• Efficiently manage the tracking and resolution of customer escalations on behalf of products and services.

• Oversee customer accounts utilizing Kong’s customer maturity model framework.

• And any additional responsibilities assigned by the manager.

⛳️ Requirements

• Exceptional communication abilities, with a talent for clearly articulating complex technical issues and solutions.

• Practical knowledge of APIs and microservices architectures.

• Prior experience with Kubernetes and Cloud technologies (AWS, GCP, Azure).

• Capability to tell compelling stories using data to demonstrate the business value gained from Kong products.

• Strong collaboration and teamwork skills, working with cross-functional teams (sales, product, engineering, marketing, support, etc.) to represent the customer's voice.

• A strong desire to tackle challenging technical issues, with a proven track record of doing so with minimal supervision.

• Experience in managing multiple projects simultaneously while maintaining attention to detail and achieving results across various initiatives, including driving expansion, customer satisfaction, feature adoption, and retention.

🏝️ Benefits

• Remote work.

• Opportunity to collaborate with Fortune 500 companies and startups.