Customer success manager
Location: any location in the continental united states
At docker, we simplify the lives of developers who are making world-changing appsDocker helps developers bring their ideas to reality by conquering the complexity of app developmentWe simplify and accelerate workflows with an integrated development pipeline and application componentsActively used by millions of developers around the world, docker desktop and docker hub provide unmatched simplicity, agility and choiceA fast-growing startup, docker offers a dynamic work environment with opportunities to grow your career.
About the role
We put the customer at the center of everything we do, and everyone who works at docker has a part in driving customer successThe goal of the customer success team is to ensure our customers launch successfully, adopt it into their organization, and achieve the results and value they wantDocker’s customer success managers will act as an advisor for product and strategic decisions, providing thought leadership and meaningful recommendations to ensure customers take full advantage of docker’s portfolio of products.
You’ll understand that building customer/partner relationships is both an art and a science, demonstrating industry-proven product adoption methodologies to influence and drive behavior changeYour ultimate goal is to ensure your customers are actively using, growing and renewing their portfolio of docker productsYou’ll do this by focusing on success planning, adoption and expansion management strategies, driving towards key business outcomes as your customer’s strategic advisor.
In this role, you can expect to:
Facilitate relationships between business and support teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to docker products and the customer`s technology environment.
Manage subscription renewal processProvide clients with order forms, complete transactions, and coordinate/inform with the appropriate account executives.
Responsible for providing the product management team with customer feedback and feature requests in an organized, programmatic way.
Analyze and assess sophisticated processes and systems of customer`s business to ensure solution will meet the needs of the end users.
Lead stakeholder engagement and organizational readiness program, leadership alignment, change impact analysis, education, communications, product adoption, and active use.
Advise customers on business process improvements based on best practices, business knowledge, and visibility into current vsFuture state product capabilities.
Participate in the sales cycle as needed to gather requirements, formulate delivery approach, and develop a proposal/post-sale engagement plan.
Create customer adoption benchmarks and forecasts based on defined business use cases.
You may be a good fit for our team if you have:
3-5+ years of experience in customer success management with a proven track record of successful delivery of saas customer implementations
B.sIn an engineering field preferred
Outstanding written and verbal communication skills
Strong understanding of cloud subscription model
Excellent problem solver, ability to work cross-functionally to deliver results.
Ability to work both independently and collaboratively, think creatively and tackle challenges, and proactively solve problems to successfully deliver projects.
Docker embraces diversity and equal opportunityWe are committed to building a team that represents a variety of backgrounds, perspectives, and skillsWe believe the more inclusive we are, the better our company will be.