Kong Staff Engagement Manager at Kong leading customer lifecycle engagements and professional services operations. Drives delivery of strategic engagements and manages customer escalations.
Responsibilities
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, burndown, 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
