Senior Implementation Engineer

Who you are

• 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
• 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 the job involves

• 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!
• 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
• 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
• ---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

Benefits

• 100% company paid medical premiums for employees and dependents
• Flexible Time Off Policy
• Employer Paid Holidays
• Generous Parental Leave (after 6 months of employment)
• Home Office Set Up Budget
• Monthly Technology Stipend
• Training Allowances
• Life and Disability Insurance
• Retirement Plans
• Virtual and In-Person Social Events
• Docker Swag
• Quarterly Hackathons