Customer Success

"We are designing and building tools of mass innovation."

Apply Now

 

Docker’s Customer Success team is seeking an experienced leader to develop and grow Support partner strategies associated with customer engagement.  

In this role, you will oversee Docker’s Support partner ecosystem, develop measurable strategies, and align key performance indicators. You will also be responsible for identifying and creating opportunities to optimize support business practices that are applicable to the Docker partner ecosystem. You will be critical to the success of Docker’s subscription­ model and will be assisting Docker’s partners and Docker’s internal teams

Responsibilities:

  • Establish a trusted adviser relationship with partner sponsors, customer sponsors, stakeholders and internal teams
  • Develop implementation plans for Support partners that outline the critical success factors of the partner and the end customer
  • Manage escalations for critical events
  • Develop and report on leading/lagging indicators of partner’s ability to provide Docker customers with an excellent support experience
  • Develop growth and scale strategies with support partners
  • Ensure continuing partner education on Docker technologies and support best practices
  • Work with Docker technical training to develop and deliver support Practitioner training
  • Develop and carry out programs to keep partners informed of product releases relevant to their business
  • Work with the Sales team to identify opportunities in partner-led accounts
  • Ensure a seamless experience for the partner during product adoption and deployment
  • Identify process gaps that negatively impact the experience of support partners and customers
  • Act as an advocate for support partners and their customers

Qualifications:

  • 5+ years of account management or technical customer service experience, preferably within the enterprise software industry
  • Bachelor's degree, preferably in a business or technology­ related discipline; master's degree is preferred
  • Experience dealing with large customers and complex technical support issues
  • Demonstrated ability to manage critical customer support escalations
  • Knowledge of common enterprise software applications and OS platforms
  • Experience coordinating departments cross functionally (sales, eng, management etc.) to meet account performance objectives and customer expectations
  • Good understanding of technical support processes and workflows
  • Excellent understanding of the open source development model
  • Familiarity with Docker’s community and enterprise product portfolio

Culture:

  • We enjoy working on small teams
  • We trust our colleagues and customers
  • We are willing and eager to learn from each other
  • We are transparent thinkers and action-oriented doers
  • We are passionate about what we work on and take pride in our craft

 

Docker, Inc. is the company behind the Docker open source platform and is the chief sponsor of the Docker ecosystem. Docker is an open platform for developers and system administrators to build, ship and run distributed applications. With Docker, IT organizations shrink application delivery from months to minutes, frictionlessly move workloads between data centers and the cloud and can achieve up to 20X greater efficiency in their use of computing resources. Inspired by an active community and by transparent, open source innovation, Docker containers have been downloaded more than 6 billion times and Docker is used by millions of developers across thousands of the world’s most innovative organizations, including ADP, GE, the BBC, Goldman Sachs, Groupon, ING, Yelp, and Spotify. Docker’s rapid adoption has catalyzed an active ecosystem, resulting in hundreds of thousands of “Dockerized” applications, hundreds of Docker-related startups and integration partnerships with AWS, Alibaba, Canonical, Google, IBM, Microsoft, and VMware.