Kion’s cloud enablement software platform provides a unified approach for financial management, continuous compliance, and the automation and orchestration of cloud resources. We’re a fast-growing, Series A-stage startup that has quickly become the industry’s most trusted solution for enabling customers’ journey to the cloud to be more efficient, secure, and transparent. Kion allows customers to create, manage, monitor, and maintain cloud assets from a single pane of glass across Amazon Web Services (AWS), Microsoft Azure, and Google Cloud.
Kion believes employees are its most precious resource, and we believe that happy employees make an excellent product. While we’re headquartered outside Washington DC, we are committed to a 100% remote-first workforce. In addition, Kion offers excellent compensation and outstanding benefits, including top-of-the-line, platinum-level benefits, at zero cost to the employee!
If you're passionate about using your expert skills to bring transformational change to a customer’s journey to the cloud, you'd be a great addition to our team!
YOUR ROLE:
As a Technical Account Manager (TAM) at Kion, your primary responsibility is to embody our company value of Turning Customers into Fans. You will be our clients' main point of contact, providing technical guidance, ensuring they stay knowledgeable with Kion’s near- and long-term roadmaps, ensuring their needs are addressed quickly and fully, and overseeing that their support issues are resolved efficiently and effectively by the support team. In addition, you will be managing customer-related processes internally to help mature the account management strategy within Kion’s Customer Engineering team. Your role will involve collaborating with various teams, such as Product and Engineering, to drive customer adoption, increase usage, and promote customer retention of our platform. Additionally, you will contribute to improving our internal and external knowledge base, track progress on bugs and feature requests, and assist in shaping the platform roadmap.
YOUR DAY-TO-DAY:
- Establish and document best practices and processes for onboarding customers.
- Lead efforts to install the production instance of our platform for customers with assistance from technical resources as necessary.
- Lead workshops to guide customers in platform configuration.
- Coordinate training sessions for customer users alongside Kion’s Learning and Development team.
- Conduct validation sessions with customer stakeholders to demonstrate platform value.
- Schedule, build rapport, and address customer issues, questions, and concerns promptly.
- Perform quarterly business reviews, called Kion Objective Reviews (KORs), to outline how the platform is being used, suggest improvements and recommendations to enhance the return on investment, and provide a written report of the findings and recommendations to customers.
- Collaborate with cross-functional teams to compile tactical content communicating changes and updates on our platform to customers highlighting recent features/bugs that have shipped, the work in development, and the near-term roadmap items being scoped into the upcoming engineering sprint.
- Drive engagement, post release announcements, customer communications, and engage in discussions on the Kion Cloudunity Slack customer community forum (Slack).
- Develop, implement, and continuously refine internal customer success processes to ensure accurate and up-to-date Client Success (CS) data.
- Identify areas for improvement in our internal knowledge base (KB) and contribute to its enhancement.
- Collaborate with the Client Success team to define and track KPIs that measure customer satisfaction with our company and platform.
- Capture customer success stories and customer champions to leverage for cross-departmental knowledge sharing, external and internal speaking opportunities, and media outreach.
WHAT WE ARE EXPECTING FROM YOU (I.E., THE QUALIFICATIONS YOU MUST HAVE):
- Ability to develop a rapport and relationship with our customers to provide best-in-class customer service and responsiveness - we pride ourselves on this!
- Excellent communication and interpersonal skills to effectively engage with customers and internal stakeholders.
- Exceptional organizational and project management skills to handle multiple tasks and priorities simultaneously.
- Ability to understand customer requirements and concerns, troubleshoot issues, and provide technical guidance for the Kion platform.
- Experience interpreting and using data and metrics to drive decision-making.
- Bachelor's degree in a relevant field or equivalent practical experience.
OUR WISH LIST (I.E., THE QUALIFICATIONS WE WOULD LIKE YOU TO HAVE):
- Knowledge of customer success principles and practices.
- Experience working in a startup environment or in the software industry.
- Experience using customer success management tools like Gainsight, ChurnZero, or ClientSuccess.
- Familiarity with agile methodologies and software development lifecycle.
- Prior experience with customer onboarding and implementation with software platforms that live in the customer environment (non-SaaS).
- Familiarity with Git or other version control systems.
- Understanding of customer support ticketing systems.
- Experience in gathering customer feedback and translating it into actionable insights.
WHAT WE WILL PROVIDE IN RETURN:
- Kion is a remote-first company. We offer a 100% remote work schedule (US only) as well as an in-office or hybrid schedule if you are local to the DC-Maryland-Virginia area.
- Excellent compensation and outstanding benefits, including top-of-the-line Blue Cross Blue Shield PPO healthcare coverage with ZERO deductibles. We pay 100% of the employee premium for medical, dental, and vision!
- 3% of direct compensation contribution to your 401(k) (no match required).
- Unlimited PTO to allow staff to spend time with friends and family.
- Regular virtual engagements to better connect with co-workers and talk about life outside of work.
- A small-team collaborative environment that fosters communication and innovation.
At Kion, we are focused on making people's lives in the cloud easier through innovative products built by passionate employees. We are looking to add talented, motivated people to our team to help achieve this mission through the engineering, support, and delivery of our revolutionary Kion cloud enablement solution.
If you want to help organizations spend less time managing and governing their cloud, and more time being enabled by their cloud, you’ve come to the right place. Apply below and we’ll be in touch shortly!
