Senior Technical Customer Success Advisor - (US timezone)

Are you ready to power the World's connections 

Are you ready to power the World's connections 

If you dont think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - were looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About The Role

As a member of the Customer Success 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. 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
 Onboard new customers while validating and identifying customer needs, key project timelines, potential challenges and risk factors
 Understand, advocate and document customers use case, architecture and roadmap
 Drive adoption and implementation of Kong product features by leading hands-on product demonstrations and technical workshop sessions
 Work with customers to explore new use-cases and expand Kongs API platform usage
 Document path to ROI through Joint Success Plan and playback business value
 Build active and meaningful relationships with customers, and emerge as their trusted technical advisor and a partner
 Be Involved in customers renewal and expansion
 Effectively manage the tracking and resolution of customer escalations on behalf of product and services
 Manage customer accounts with Kongs customer maturity model framework
 Periodic review of Kong implementation and walk through best practices
 And any additional tasks required by manager

What You'll Bring
 3-5 years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, Technical Support, Professional Services).
 Knowledge of developer concepts such as DevOps, full-stack application development and microservices on cloud computing
 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
 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
 Prior experience administering/interacting with an API management platforms (plus)
 Prior experience working for a technology startup (plus),