Open SourceCKongSaaSLeadershipChange ManagementPresentation SkillsCustomer SuccessSales
About this role
Role Overview
Engage with customer organizations (from Developers, Architects to C-level executives) to build the initial professional services direction, and oversee the customer success throughout the Kong deployment phase including the onboarding/adoption phase of the customer journey.
Engage with Kong customers across the sales and pre-sales cycle to define overall implementation and deployment strategy to ensure success.
Perform activities to gather scope and build prescriptive outcome-based proposals for immediate and long-term adoption.
Work with customers and stakeholders to understand and analyze engagement scope, requirements, time, cost, benefits, etc. Drive the engagement lifecycle end to end to deliver business outcomes.
Responsible for achieving key business metrics such as PS Bookings, Team Utilization, Revenue Growth, Overall success, and satisfaction across the defined customer cohort.
Identify, prioritize, and own resolution of internal and customer escalations & project risks, driving an effective resolution across technical, business, and executive stakeholders.
Build a high-performing diverse team, hire the best talent, and lead from the front setting the team up for success.
Build strong relationships across cross-functional teams at Kong.
Engage routinely with the Kong Product, Engineering, and Sales team to build an overall strategy to drive adoption, innovation, and maturity in our engagement & delivery model.
Strengthen Kong adoption and success across the defined regional customer install base by developing strong delivery partner executive relationships and awareness of partner delivery capabilities.
Requirements
Strong professional services leadership background and experience in the API/Open Source space would be an added advantage
Experience overseeing service delivery in the enterprise IT delivery across a multi-million-dollar portfolio
Deep experience in building and developing remote professional services teams including career growth planning, performance, and resource management
Excellent customer-facing skills and ability to communicate with executives as well as other stakeholders at customer sites and cross-functionally within Kong.
Ability to demonstrate relationship building internally and externally
Exceptional organizational and change management skills with an ability to manage competing client, organizational, and changing business needs
Excellent presentation skills along with a strong understanding of professional services business metrics in a SaaS software environment.
Ability to manage critical and political situations with business stakeholders with strong interpersonal skills
Proven team player, and team builder who loves to work in a fast-growing and roll up their sleeves in a dynamic environment and can keep pace with constant change.