Customer Success Analyst at Docker

Website Docker

Customer Success Analyst

Docker is a remote first company with employees across Europe and the Americas that simplifies the loves 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 saw a 4x year-over-year ARR growth last year and continue to grow! Join us for a whale of a ride!

Docker’s Customer Success Analyst’s primary deliverable is to convert our Customer Success operations into a data-driven business where we can measure, analyze and optimize every aspect of our engagement with our customers. This role is a key to serving our customers and measuring their success and will partner closely with the Customer Success Operations role, which builds new tools and processes to scale CSM’s everyday activities. As the person navigating multiple platforms for data on day-to-day business, you’ll know how information flows and who needs what and when, turning data into action. You’ll help interpret and reveal feature usage patterns, maturity scores, NPS results, and Voice of Customer qualitative feedback, influencing customer journey mapping and capacity models and help our CS team be the first point of contact for our highly valued customers. This role reports to a Sr Data Engineer on the Business Systems and Revenue Enablement team.

Responsibilities:

Build, generate, and analyze reports using Salesforce and Looker
Collaborate with other functions across the company to build customized reports and dashboards with useful analysis and data insights
Explain trends across data sources, potential opportunities for growth or improvement, and data caveats for descriptive, diagnostic, predictive (including forecasting), and prescriptive data analysis
Understand and document the full lifecycle of data and our common data framework so that data can be integrated, modeled for easy analysis, and analyzed for insights
Drive Manage ad-hoc requests, engaging requestors to understand the root issue or underlying “job to be done”
Create, establish and update policies/procedures for customer success methodology in a fast growing software company, with a goal of increasing customer satisfaction and retention
Optimize CSM techstack usage based on current and anticipated business needs, drive CS system adoption by marketing our platforms effectively within the organization, and optimize and standardize existing processes and workflows, to improve operational efficiency and customer outcomes
Support training needs of business partners through operational rollout and implementation of procedures

Qualifications:

3+ years of experience in Customer/Client Success and Operations role
Deep understanding of how data is created and transformed through products and services provided by third-parties to help drive product designs or service usage or note impacts to data reporting capabilities
Familiarity with relational and non-relational databases, SQL and query optimization techniques, and demonstrated ability to both diagnose and prevent performance problems
Hands on experience working with SQL, Python, API calls, and JSON
Familiarity with key data-analysis methods and techniques (e.g., text analytics, data visualization, data mining, and more)
Analytical, numerically astute with strong problem-solving abilities

Nice to have:

Strong understanding of Customer 360 views
Experience with Customer Success and CRM software such Gainsight and Salesforce
Client onboarding, conversions, and land/expand experience
A love of open source
Experience with SaaS products
Startup experience preferred

What to expect in the first 30 days:

Get to know Docker! Vision, mission, values
Request and confirm access & permissions for all tools, systems, platforms and channels required for day to day activities
Meet with systems and cross-functional stakeholders to understand current OKR’s and how systems & data contributes to their achievement
Read all relevant onboarding, training and documentation materials
Familiarize with system backlog and current team / organization priorities
Become familiar with and begin documenting key dashboard/reports in preparation for ownership transfer
What to expect in the first 90 days:
Achieve a working understanding of key data points and delivery processes
Follow and understand good practices used within Docker regarding data modeling, collaborative development and data warehousing
Begin iterative processes to report on and glean insights from customer success performance
Own and maintain key dashboards/reports

What to expect in the first year:

Develops an in-depth understanding of Docker’s customer journeys, systems, strategies and challenges by being deeply embedded within the customer success team through regular and open collaboration
Establish a solid foundational self-serve reporting layer along with corresponding documentation, learning and training sessions to minimize time spent working in ad-hoc requests
Adherence to Systems SLAs in providing robust analytics and curated insights clearly delivered to the right people in the right ways
Understand, follow, and contribute to bi-directional service level agreements with ancillary teams to maximize uptime and internal/external customer satisfaction
Ensure reporting and analytics comply with with data governance policies
Proactively identifies hidden opportunities for improvement within existing processes and suggests data-oriented solutions for their remediation
Use advanced analytics and machine learning techniques to unlock hidden value in previously unexploited customer information

To apply for this job please visit www.docker.com.

Customer Success Analyst at Docker
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