About Docker
Docker is a beloved developer tooling brand, trusted by millions of users and companies worldwide. We empower developers to build, share, and run applications using products like Docker Desktop, Docker Hub, and Docker Scout. Our remote-first team is at the forefront of AI's impact on software development, providing secure environments for autonomous workflows.
About the Role
The Docker Customer Success team supports users of Docker Hub, the world's leading container registry. We are seeking a Senior Implementation Engineer to lead our customer onboarding initiatives. This role is crucial for providing a smooth and seamless onboarding experience for new customers, ensuring timely provisioning, effective product implementation, and high customer satisfaction.
Please note: This position is 100% remote and is only open to candidates currently residing and working in the United States or Canada within the Eastern Time Zone. Visa/immigration sponsorship is not available for this role.
Role Responsibilities
Customer Onboarding and Provisioning:
- Collaborate with Customer Success, Sales, Operations, and Support teams to optimize onboarding processes.
- Guide customers through their initial journey, delivering customer-centric solutions to enhance their experience.
- Develop and refine strategies and automations to streamline workflows and tooling.
- Contribute to the team's knowledge base by documenting solutions to common issues.
- Execute day-to-day strategies for new customer onboarding, focusing on rapid, low-friction execution.
- Ensure seamless transitions between CS, Sales, Onboarding, and Support teams for foundational customer success.
- Provide personalized onboarding through efficient, automated workflows.
- Implement clear communication and collaboration strategies for smooth customer transitions and scalability.
Customer Experience and Relationship Management:
- Build and maintain strong customer relationships during their onboarding and migration journey before transitioning to Customer Success Management.
- Champion a customer-first approach, balancing personalized support with scalable processes.
Success Metrics
- Achieve target metrics for provisioning, onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
Required Candidate Qualifications:
- Minimum 4+ years of professional, full-time, post-graduate experience in a customer-facing role (e.g., onboarding, implementation engineering, internal sales, support, or success teams).
- Direct, professional customer-facing onboarding or implementation experience is required.
- Demonstrated deep understanding and experience with SaaS platforms and cloud-based technologies.
- Strong cross-functional collaboration and customer relationship management skills.
- Excellent problem-solving and communication abilities.
- Proven ability to adapt, evolve, and continuously learn about cutting-edge technologies.
Your Traits and Characteristics:
- Natural leadership qualities.
- Enthusiasm for a start-up environment, willing to be hands-on.
- Intelligent, innovative, and personable, with a sense of humor and humility.
- Customer-centric mindset.
- Passion for solving challenging problems.
- Comfort with conflict and difficult conversations, valuing transparent communication.
What to Expect:
First 30 Days:
- Complete initial onboarding activities.
- Meet key teams: Customer Engineering, Sales, Operations, Enablement, and Support.
- Understand Docker's values and team mission.
- Begin learning Docker technology and support tools relevant to the role.
First 90 Days:
- Become comfortable with the work environment.
- Expand network across the company.
- Begin engaging with customers and developing their individualized onboarding plans.
First Year:
- Establish strong relationships with team members and cross-functional teams.
- Gain proficiency in executing and improving daily processes.
- Achieve autonomy in planning and executing customer onboarding.
Docker does not offer visa sponsorship for this role, and we are unable to make exceptions at this time.
We utilize Covey in our hiring process. Covey Scout for Inbound was implemented on April 13, 2024. Please refer to the independent bias audit report for details on our use of Covey.
Perks:
- Freedom and flexibility to balance work and life.
- Quarterly Whaleness Days and an end-of-year Whaleness break.
- Home office setup support for comfort.
- 16 weeks of paid Parental leave.
- Monthly technology stipend ($100 net).
- Generous Paid Time Off (PTO) plan.
- Training stipend for professional development.
- Equity in a growing start-up.
- Docker Swag.
- Country-specific medical benefits, retirement plans, and holidays.
- Remote-first culture with offices in Seattle and Paris.
Docker is committed to diversity, equal opportunity, and building an inclusive team that represents a variety of backgrounds, perspectives, and skills.
Compensation Range: $140.8K - $176K