Customer Experience (CX) Specialist - API & AI Technologies

You will be working at a dynamic and fast-paced startup as a member of the Customer Experience (CX) team. You will enable customers to leverage APIs and microservices to drive their business initiatives in one of the most exciting and innovative technology domains in the industry. This team is responsible for interfacing with our customers throughout their lifecycle, helping them realize the value of their Kong investment.

As a member of the CX team, you will act as a champion for our most critical asset: our customers. You will work with a portfolio of customers seeking to identify growth opportunities and ensure they have what they need to succeed. In this role, you will collaborate with the US sales teams and build a large portfolio of customers.

This is an incredibly exciting role at the forefront of technology. You will not only build strong relationships with key customers but also pioneer the approach to managing customers by leveraging self-service technology and reusable assets to maximize the value Kong can provide.

What You'll Be Doing:

• Coach customers throughout their lifecycle while working collaboratively with the rest of the Customer Experience teams to ensure customer outcomes.

• Inspire customers to create an AI, API-optimized vision for their future, with your partnership and Kong’s solution as a pivotal part of the path ahead.

• Co-define what ‘good’ looks like in terms of adoption plans, post-sales engagement, what is recommended, and why.

• Work with Sales and Product teams to ensure Kong customers are getting the most out of the solution.

• Help innovate tooling and processes to make you and your team more efficient.

• Work on innovative and cutting-edge customer projects.

• Become an SME on Kong products and technologies, taking that knowledge and applying it to real-world usage.

• Collaborate with other peers, business partners, and groups.

What You'll Bring:

• Have a builder’s mentality, seeking to find solutions to complex problems that will make life better for Kong customers and internal teams alike.

• Manage a portfolio of commercial customers, looking for patterns that can be addressed through an automated approach using the latest customer engagement techniques.

• Have passion and determination about Kong’s technology and growing customer base.

• Be a self-starter with strong organizational skills to drive effective customer outcomes.

• Have a good understanding of complex technology environments.

• Have great self-awareness and strong communication skills.

• Bring proven experience in customer-facing, technically advanced environments via SaaS, Open Source, and/or Infrastructure software companies.

• Have a solid understanding of Cloud Native technologies, including Containers, Kubernetes, Microservices, as well as a foundational understanding of API Management (APIM).

• Understand the value of DevOps, CI/CD, and Cloud Computing (IaaS).