Engagement Manager

Description

Are you ready to power the World's connections?

If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

About the role:

We are looking for an Engagement Manager to join the growing Professional Services team at Kong. As an Engagement Manager, you will have the opportunity to work across the entire customer lifecycle to drive a prescriptive outcome(s) and successful delivery of engagements and programs for key customers.

The engagement manager will ensure our customers are getting the most value out of Kong products and will help prepare, manage, and deliver strategic engagements across the defined install base. As a primary professional services contact and ambassador for our customers, the engagement manager is a strategic long-term, relationship-based customer-facing role. Apart from driving successful delivery of services engagements, the Engagement Manager will focus on driving day to day professional services operations.

This is an important role and requires someone with very strong thought organizational, and communication skills along with the ability to multitask, context switching, and manage customer escalations. Working at Kong presents a unique opportunity to help customers modernize their approach to IT to embrace Cloud Native development principles.

About the role:

What we are looking for:

Customer Delivery

Own and lead selected, simultaneous billable customer engagements and manage customer expectations and drive prescriptive outcomes during the entire customer lifecycle(Post Sales, Delivery, and Value Realization)

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

Own and drive project management activities and oversee completion of engagement kickoffs, project charters, and deliverables, managing schedules, meeting milestones, and ensuring success throughout the engagement lifecycle end to end to deliver business outcomes

Prepare customer-facing and internal collateral such as solution presentations, blueprints, reusable artifacts, project plans, burnout, and status reports

Identify, prioritize, and own resolution of internal and customer escalations & project risks, driving an effective resolution across technical, business, and executive stakeholders.

Makes use of productivity tools like FinancialForce, Salesforce, Metabase, Trello, etc. to maintain and manage programs of multiple onboarding and implementation projects along with reporting on key business metrics(Billings, Utilizations, Resource Capacity, and Forecasting)

Professional Services Operations

Assist Services leadership team with resource assignment and management in Financial Force.

Ensure timely completion of Month and Quarter end close process and complete new PS employee onboarding with content tailored to the new hires’ positions

Coordinate with cross functional teams to obtain relevant data about the project opportunity and staffing requirements

Become a subject matter expert for services personnel on all processes related to services revenue: time entry, project management processes relate to operations, customer billing, and staff utilization.

Continually provide suggestions and implement improvements to business and reporting processes that keep up with the changes in the organization.

Support Professional Services staff to better understand revenue, hours, and target attainment goals

And any additional tasks required by manager

What you will bring to Kong:

Strong project/program management and services delivery experience with a track record of delivery for strategic customers on time and within budget

Deep experience working with project financial fundamentals and PSA tools such as Financial Force to own and drive operational activities(Reporting, Forecasting, and Tracking)

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 demands

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 is able to keep pace with constant change.

Kong has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. Compensation varies depending on a wide array of factors, including but not limited to specific candidate location, role, skill set and level of experience. Certain roles are eligible for additional rewards including sales incentives depending on the terms of the applicable plan and role. Benefits may vary depending on location. US based employees are typically offered access to healthcare benefits, a 401(k) plan, short and long term disability benefits, basic life and AD&D insurance, among others. The typical base pay range for this role in the US is $123,700 - 144,000.

About Kong:

Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). Loved by developers and trusted with enterprises’ most critical traffic volumes, Kong helps startups and Fortune 500 companies build with confidence – allowing them to bring solutions to market faster with API and service connectivity that scales easily and securely.

83% of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore, we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind!

For more information about Kong, please visit konghq.com or follow @thekonginc on Twitter.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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