SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Kong is seeking a Senior Staff Engagement Manager to join the Professional Services team. This is a strategic, customer-facing role responsible for driving successful delivery of engagements and programs for key customers throughout their entire lifecycle—from post-sales through value realization.
In this role, you will own and lead multiple simultaneous billable customer engagements, managing expectations and driving prescriptive business outcomes. You'll work closely with customers and internal stakeholders to understand scope, requirements, timelines, costs, and benefits, then drive the engagement lifecycle end-to-end. Key responsibilities include managing project activities, overseeing kickoffs and deliverables, maintaining schedules and milestones, and preparing customer-facing collateral such as solution presentations, blueprints, project plans, and status reports.
You will identify and prioritize resolution of internal and customer escalations and project risks, working across technical, business, and executive stakeholders. You'll use productivity tools including FinancialForce, Salesforce, Metabase, and Trello to manage multiple onboarding and implementation projects while reporting on key business metrics such as billings, utilization, resource capacity, and forecasting.
On the operations side, you'll assist the Services leadership team with resource assignment and management in FinancialForce, ensure timely completion of month and quarter-end close processes, and support new PS employee onboarding. You'll coordinate with cross-functional teams to obtain project and staffing data, become a subject matter expert on services revenue processes (time entry, project management, customer billing, staff utilization), and continually suggest and implement process improvements. You'll also support Professional Services staff in understanding revenue, hours, and target attainment goals.
Kong is the AI Connectivity Company, building the connectivity layer of AI. Trusted by Fortune 500 companies and AI-native startups, Kong's unified API and AI platform enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI traffic on any model and any cloud.
REQUIREMENTS:
- Strong project/program management and services delivery experience with a proven track record of delivering strategic customer engagements on time and within budget
- Deep experience working with project financial fundamentals and PSA tools such as FinancialForce to own and drive operational activities (reporting, forecasting, tracking)
- Excellent customer-facing skills with ability to communicate with executives and stakeholders at customer sites and cross-functionally within the organization
- Exceptional organizational and change management skills with ability to manage competing client demands
- Excellent presentation skills and 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 thrives in fast-growing, dynamic environments and can keep pace with constant change
