Job Description
At Docker, we make app development easier so developers can focus on what matters. Our remote-first team spans the globe, united by a passion for innovation and great developer experiences. With over 20 million monthly users and 20 billion image pulls, Docker is the #1 tool for building, sharing, and running apps—trusted by startups and Fortune 100s alike. We’re growing fast and just getting started. Come 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, experienced 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.
You will play a pivotal role in enhancing customer experiences, ensuring timely provisioning, effective onboarding of Docker products, and maintaining high levels of customer satisfaction during internal transitions from team to team!
Please note: this role is 100% remote, and is only open to candidates currently living and working in the United States or Canada, in the Eastern Time Zone.
We are unable to offer any type of visa/immigration sponsorship for this role.
Role Responsibilities:
Customer Onboarding and Provisioning:
Partner with Customer Success, Sales, Operations, and Support teams to establish and refine operations related to onboarding 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 CS, Sales, Onboarding, and Support Teams and foundational success for ongoing customer relationships
Provide personalized customer onboarding 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.
Required Candidate Qualifications for this role:
Minimum 4+ years of professional, full-time, post-grad experience working with external customers; Internal sales, support and success teams in a similar customer onboarding/implementation engineering role
Must have direct customer-facing, professional client/customer onboarding experience
Demonstrated, deep understanding & experience working with SaaS platforms and cloud-based technologies
Strong cross functional collaboration and customer relationship management
Excellent problem-solving, and communication skills
Proven track record of adapting, evolving, and continuously learning 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
First 30 days:
You’ll complete onboarding activities in the first 2 weeks
You will meet the Customer Engineering, Sales, Operations, Enablement and Support 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
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
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
Docker does not offer visa sponsorship for this role.
We are unable to make exceptions to this, at this time. Thank you for your consideration!
We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 13, 2024.
Please see the independent bias audit report covering our use of Covey here.
Perks
Freedom & flexibility; fit your work around your life
Designated quarterly Whaleness Days plus end of year Whaleness break
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
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
Remote-first culture, with offices in Seattle and Paris
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.
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