Customer Success System Administrator at Docker

Website Docker

Customer Success System Administrator

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 System Administrator will serve as an executional partner to maintain the Customer Success ecosystem and, in conjunction with the CS Operations Specialist and Analyst, enable ease of use for end-users of any technical level to use the platform. This role will play a key role in the daily maintenance and improvement of the systems which are critical to the growth and success of Docker’s customer-facing teams. This role will also serve as the main point of contact for employees who require operations assistance and will be able to maintain and prioritize an established ticket management system.You will be an essential layer between Customer Success and the centralized Business Operations functions, ensuring CS and Support processes are meeting organizational data collection needs; maintaining and customizing applications with an eye for executing access that meets Docker’s security and compliance needs; and building reports, dashboards, and workflows that provide executive level visibility into the full customer lifecycle. The CS Administrator reports to the Director of Business Systems and Revenue Enablement

Responsibilities:

Perform hands-on work related to the day-to-day operations of Customer Success platforms including managing users, integrations, and improvements
Respond to issues or questions from users, resolve technical and functional support issues, manage data loads, review data quality and provide training on new features and functionality
Define and develop key CS systems/processes required to support the rapid growth of the business and achieve customer retention and satisfaction objectives
Collaborate, coordinate, and implement adjustments and improvements to the CSM techstack based on current and anticipated business needs, driving system adoption, and optimize and standardize existing processes and workflows to improve operational efficiency and customer outcomes
Report past results, forecasts, and trend analyses to Customer Success & Support management and executives
Create meaningful insights to help the CS & Support teams achieve company goals
Detect early signals of at-risk renewals, design/implement playbooks for CSMs to address them, and provide a path to escalation
Catch early-warning signs for system or process challenges and work quickly to mitigate those risks
Support training needs of business partners through operational rollout and implementation of procedures
Develop relationships and processes with sales, finance, HR, product and other stakeholders to identify and address reporting requirements
Partner with business leadership to drive efficiency through tooling and business process automation
Scale internal systems to support multiple areas of the business

Qualifications:

3+ years of experience in within Revenue Operations, Sales/CS Operations, or Systems
2+ years experience with Gainsight
2+ experience with Salesforce.com
Proven experience working with Service & Success systems and analytical tools
Experience gathering business requirements and defining implementation plans
Familiarity with relational and non-relational databases and demonstrated ability to both diagnose and prevent performance problems
Experience with integrated Operations tooling such as omni channel and Looker

Nice to have:

Strong understanding of Customer 360 views
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
Transition ownership of and manage the software/applications that facilitate CS & Support activities
Help implement and configure playbooks, reporting, and analytics on the customer journey
Help implement and configure Salesforce Service Cloud to meet support team objectives
Follow and understand good practices used within Docker regarding data modeling, collaborative development and data warehousing
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 System Administrator at Docker
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