Support Operations, Implementation Specialist
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.
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
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
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.