Customer engagement platform that enables marketers to understand and target customers across mobile and web.
Kahuna is the trusted leader for successful marketers and product managers to delight their customers in the mobile era. We are looking for a Senior Manager, Technical Services to develop our Services & On-boarding processes. The Technical Services team is responsible for driving customer success and results through the implementation and integration of the industry leading Kahuna platform.
The Senior Manager, Technical Services will lead this team in the development of processes, documentation, programs and tools that drive the continued success of our customers while building to scale. The Senior Manager, Technical Services will engage directly in top tier accounts and will be responsible for ensuring effective integrations, proactive partnership with customers, and product adoption.
Define the on-going strategic vision for continuously improving Kahuna’s Technical Services while maintaining a clear focus on customer delight
Continuously document, refine and improve the Kahuna customer journey through integration innovation and customer partnership
Own the results against key organizational metrics including:
Integration velocity and quality
On-boarding and time to value
Inspire a continued customer success focus throughout the organization
Partner with Product Management and Engineering to ensure customer feedback is incorporated into the product roadmap and both teams have clear and consistent access to the voice of the customer
Partner with Sales leadership on cross-sell and up-sell opportunities, deliver high quality statements of work and change order processes that are simple and clear and maintain Technical Services margins
Develop relationships with key stakeholders in Kahuna’s partner community to gather customer requirements, identify improvement opportunities and increase value delivered by Customer Success
Drive the design and implementation of the required organizational design, processes and procedures
Ideal Candidates Possess:
5 - 7 years Professional or Technical Services leadership experience combined with 3 – 5 years of Email, Mobile and Enterprise Project Management experience
Passion for delivering customer delight with the demonstrated ability to drive execution
Experience leading client relationships and building relationships with C-level executives in software as a service, email, mobile, and marketing environments
Cross-functional experience working across teams like sales, product, business development and marketing
Experience with consulting, training and leading new initiatives in a start-up environment, demonstrated experience building programs, processes and tools
Experience in project and change management and organizational development
Kahuna is a pioneer in communication automation, dedicated to empowering businesses to grow and thrive in the mobile era. We enable a new level of authentic engagement between brands and their customers wherever they are -- the web, email, mobile, social channels -- through personalized communication at scale. Powered by big data and machine learning, we help create delightful experiences for every customer with the perfect message, delivered on the right channel, at just the right time.
Kahuna was founded in 2012 and is headquartered in Silicon Valley. Kahuna is funded by Sequoia Capital, SoftTech VC, Tenaya Capital, and others.