Senior Practice Manager

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.

Tech Stack

• Open Source

Benefits

• Offers Equity
• Offers Bonus
• Healthcare benefits
• 401(k) plan
• Short and long term disability benefits
• Basic life and AD&D insurance