Senior Customer Advisory Manager

Docker is a remote first company with employees across Europe, APAC and the Americas that simplifies the lives of developers who are making world-changing apps. We raised our Series C funding in March 2022 for $105M at a $2.1B valuation. We continued to see exponential revenue growth last year. Join us for a whale of a ride!

We are seeking a talented Sr. Customer Advisory Manager to join our team. This role will support Docker's most strategic customers, acting as a trusted advisor and leading customer engagement, adoption, and retention strategies.

Responsibilities:

• Set the overall vision and strategy for your customer base, maintain active engagement with senior stakeholders, and manage Docker executive relationships with customers.

• Develop and execute strategic account success plans to drive value and satisfaction for our most strategic customers.

• Manage communications and touchpoints with covered accounts, involving other internal specialists as required on technical and commercial matters.

• Work closely with the product team to manage product requests and feedback from strategic customers.

• Run regular account reviews with customers to ensure the relationship remains healthy and share structured updates on product and service developments.

• Educate customers about our product roadmap and undertake product training for users.

• Identify accounts likely to churn based on usage data, customer engagement, and queries, and develop strategies to retain and turn around these high-risk accounts.

• Address escalating customer issues with speed and urgency, orchestrating resources across the company as appropriate.

• Drive product adoption and usage patterns.

• Act as a trusted advisor to covered customers, gaining a deep understanding of their business and helping them derive maximum value from our solutions.

Qualifications:

• Seven years of demonstrated experience as a customer success manager, with at least three years focused on managing Fortune 500 accounts or equivalent experience.

• Proven track record in relationship building, negotiating, and influencing at executive levels (VP and above).

• Experience with Customer Success Software (Gainsight, ChurnZero, Totango, Catalyst) is highly preferred.

• Experience working with technical products or the aptitude to learn complex technical concepts.

• Excellent communication skills, both verbal and written, with strong listening abilities.

• High integrity and a team-first mentality.

• Strong problem-solving skills and ability to work well under pressure.

• Ability to work in a matrix environment, collaborating with sales, product, customer support, and technical services teams.

What to expect in the first 30 days:

• You will be welcomed with a first-in-class onboarding experience, including equipment setup, a sweet swag package, and a collaborative training program.

• Learn how to navigate through award-winning sales tools such as Salesforce, Outreach, Looker, and Docker.

• Actively engage with senior stakeholders and manage relationships with clients.

• Partner with CSMs to develop strategies to advocate for our customers.

• By the end of your first month, you will have a proficient grasp of the tools and activities necessary to be successful in your role.

What to expect in the first 90 days:

• Gain in-depth knowledge of Docker’s products and how they impact our customers.

• Achieve an advanced understanding of tools, activities, and best practices to be successful in your role.

• Confidently immerse yourself in our customers’ business needs.

• Continue efforts to improve messaging, processes, and activities.

• Educate clients about our product roadmap and conduct product training for users.

• Be ready to operate independently at full speed.

What to expect in the first year:

• Establish and maintain deep, strategic relationships with our most important customers, ensuring their long-term satisfaction and loyalty.

• Consistently deliver value to our customers by understanding their business needs, aligning our products and services to meet those needs, and demonstrating the ROI of Docker’s solutions.

• Act as the voice of the customer within Docker, providing critical feedback and insights to our product, marketing, and sales teams to improve our offerings and customer experience.

• Develop and implement strategies to reduce churn and increase retention among our most strategic accounts, leveraging data-driven insights and customer feedback.

• Drive high levels of product adoption and utilization across your customer base, ensuring customers fully leverage Docker’s capabilities to achieve their business goals.

• Position yourself as a thought leader in customer success, contributing to the best practices, methodologies, and innovations that drive customer success at Docker.

• Regularly report on key metrics and progress to senior management, demonstrating the impact of your work on customer satisfaction, retention, and growth.

• Continuously refine and improve customer success processes, tools, and strategies to enhance efficiency and effectiveness.

• Invest in your professional development through ongoing training, attending industry conferences, and staying current with customer success best practices and trends.

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 (for Full Time Employees)

• Freedom & flexibility; fit your work around your life

• 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

• Quarterly, company-wide hackathons

• 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

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.

Due to the remote nature of this role, we are unable to provide visa sponsorship.

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