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Support Operations, Implementation Specialist

Docker

Docker

Customer Service, Operations
Multiple locations
Posted on Saturday, January 27, 2024

Docker is a remote first company with employees across Europe, APAC and the Americas that simplifies the lives of developers who are making world-changing apps. We raised our Series C funding in March 2022 for $105M at a $2.1B valuation. We continued to see exponential revenue growth last year. Join us for a whale of a ride!

The Docker Customer Success team supports customers using the largest and most popular container registry service in the world today, Docker Hub. Millions of users - community developers, open source projects and Independent Software Vendors - push and pull Docker container images billions of times through Docker Hub.

We are seeking a highly skilled and motivated individual to join Docker to execute our customer onboarding initiatives. This key role focuses on guiding customers just getting started with Docker, providing a smooth and seamless onboarding process. The ideal candidate will play a pivotal role in enhancing customer experiences, ensuring timely provisioning, effective Implementation of Docker products, and maintaining high levels of customer satisfaction during internal transitions from team to team.

What you’ll do:

Customer Implementation and Onboarding:

  • Partner with Support, Operations, Sales and Customer Success teams to establish and refine operations related to provisioning our customers

  • Guide customers through the initial customer journey points and deliver customer centric solutions to improve overall customer experience

  • Iterate and improve on strategies and automations that streamline current workflows and tooling

  • Contribute to team knowledge base when finding solutions to common situations

  • Carry out day-to-day strategies for new customer onboarding, targeting rapid execution with minimal friction

  • Ensure smooth transitions between Sales, Implementation, Support and CS Teams and foundational success for ongoing customer relationships

  • Provide personalized customer implementation with efficient, automated workflows.

  • Exercise clear communication and collaboration strategies to ensure smooth customer transitions and scalability.

Customer Experience and Relationship Management:

  • Build and maintain strong relationships with customers throughout their onboarding and migration journey before transitioning to Customer Success Management

  • Champion a customer-first approach that balances personalized support with scalable processes.

Success Metrics:

  • Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.

What you need:

  • Experience working with external customers; Internal sales, support and success teams

  • Strong cross functional collaboration and customer relationship management

  • Familiar with SaaS platforms and cloud-based technologies

  • Excellent problem-solving, and communication skills

  • Desire to learn about cutting edge technologies

Your traits and characteristics:

  • You are a natural leader

  • You are excited to work in a start-up environment; you get in the weeds as part of the team

  • You are smart, innovative, and fun. You bring a sense of humor and humility to work every day

  • You maintain a customer-centric mindset

  • You love finding solutions to challenging problems

  • You are not afraid of conflict and difficult conversations and value transparent communication

What to expect in the first 30 days:

  • You’ll complete onboarding activities in the first 2 weeks

  • You will meet the Customer Success (Support, Operations, Enablement and Customer Success Management) and Sales teams

  • We’ll dive into the Docker Virtues and the team mission

  • You’ll begin understanding the Docker technology and Support tools used in your role

What to expect in the first 90 days:

  • You’ll feel comfortable with the environment

  • You’ll meet more people across the company

  • You’re engaging with customers and plotting out their individualized onboarding path

What to expect in the first year:

  • You’ve established strong relationships with all team members and cross functional teams

  • You’re comfortable executing and improving day to day processes

  • You have autonomy over your day-to-day planning of customer onboarding

Perks:

  • Freedom & flexibility; fit your work around your life

  • Home office setup; we want you comfortable while you work

  • 16 weeks of paid Parental leave

  • Technology stipend equivalent to $100 net/month

  • PTO plan that encourages you to take time to do the things you enjoy

  • Quarterly, company-wide hackathons

  • Training stipend for conferences, courses and classes

  • Equity; we are a growing start-up and want all employees to have a share in the success of the company

  • Docker Swag

  • Medical benefits, retirement and holidays vary by country

Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.

Due to the remote nature of this role, we are unable to provide visa sponsorship.

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