Customer Success Operations Manager (Eastern Time Zone preferred)

Docker; Canada; Remote; CAD 80,000 - 110,000; Full time

Job summary

A technology company is seeking an experienced Technical Account Operations Manager. This role focuses on optimizing the success of the Sales & GTM teams and requires strong experience in Customer Success Operations. The ideal candidate will manage GTM processes, support Renewals forecasting, and work closely with various systems. This position promotes a remote-first work environment with competitive perks and benefits.

Benefits

Freedom & flexibility

Home office setup

16 weeks of paid Parental leave

Technology stipend

PTO plan

Equity in the company

Medical benefits

Qualifications

• 4+ years of experience in Technical Account / Customer Success Operations.
• Experience working for a high growth software/SaaS company.
• Prior experience in managing post-sales workflows and renewals forecasting.

Responsibilities

• Support leadership in ensuring teams have necessary tools for business objectives.
• Act as primary stakeholder for GTM systems and implement process improvements.
• Define scalable processes for positive post-sales experiences.

Skills

Technical Account Management

Customer Success Operations

Sales Engineering

Project Management

Data Analysis

Google Suite

Salesforce

Gainsight

Communication Skills

Education

Bachelor's degree in relevant field

Tools

Salesforce

Gainsight

ZoomInfo

Outreach

LinkedIn Sales Navigator

Job description

At Docker, we make app development easier so developers can focus on what matters. Our remote-first team spans the globe, united by a passion for innovation and great developer experiences. With over 20 million monthly users and 20 billion image pulls, Docker is the #1 tool for building, sharing, and running apps—trusted by startups and Fortune 100s alike. We’re growing fast and just getting started. Come join us for a whale of a ride!

We are seeking an experienced Technical Account Operations Manager to join our Revenue Operations team who are responsible for optimizing the success of Docker’s Sales & GTM teams to accelerate our revenue growth. This role will suit someone with experience working in Customer Success Operations.

Your primary focus will be building and streamlining GTM processes and systems, supporting International GTM leaders, managing projects from conception to release, supporting with Renewals forecasting, working alongside GTM leadership to define, build and document processes and overall strategy and planning for the TAM, SE & Renewals organizations.

An ideal candidate is a start-up builder who has experience in working with Technical Account (Customer Success), Sales Engineering and Renewals teams, and has worked closely with Salesforce, Clari, Gainsight, Opine, ZoomInfo, Outreach and LinkedIn Sales Navigator. This role reports to the Director of Sales Operations.

Responsibilities

• Support the leadership team covering the Technical Account Managers, Sales Engineers and Renewals Teams to ensure the teams have the necessary tools, processes and data to achieve business objectives

• Act as the primary stakeholder for key GTM systems such as Gainsight and Opine and gain a deep knowledge of these systems to assist with implementation of automation, process improvements and new initiatives

• Work with the Renewals Leadership to ensure good forecast hygiene and accuracy

• Define scalable and repeatable processes and work with cross functional teams to ensure a positive post-sales experience for customers

• Document and adapt all processes to ensure alignment with evolving customer journeys, automation and internal workflows

• Serve as the internal expert for the tech stack, processes and projects for the Technical Account, Renewals and Sales Engineering teams

• Help manage GTM quota models

• Work alongside the Business Systems team and Analytics team to ensure availability and accuracy of customer data within Salesforce, Gainsight and other GTM systems

• Develop and administer reports, dashboards and analytics to track key performance indicators, drive operational efficiencies and support data-based decision making

• Track leading indicators of retention, renewals management, adoption, utilization, customer sentiment and survey results, and provide insights and recommendations based on this data to the leadership team

• Identify and implement continuous process improvements to enhance productivity and performance

• Assist in fiscal year planning cycle

Qualifications

• 4+ years of experience in Technical Account / Customer Success Operations and/or Renewal Operations

• Experience working for a high growth software/SaaS company

• Prior experience in managing post-sales workflows, renewals forecasting, and translating data into actionable insights

• Knowledgeable in managing projects including writing project plans, business requirement documents and business summaries

• Track record of defining operational processes and collaborating with technology teams for successful implementation of projects

• Exceptional communication and interpersonal skills

• Technically savvy with Google Suite, Salesforce, Gainsight, Opine, ZoomInfo, Outreach and LinkedIn Sales Navigator

• Ability to think strategically and translate business needs into actionable plans within a fast paced environment

• Comfortable and familiar with cross-functional collaboration

• Able to work autonomously, with a constant focus on building for the future

• Energy, enthusiasm, and love of building

Additional attributes

• Experience with Sales Engineering and Solutions Architect teams

• Comfortable with new technologies and ability to communicate with those who are tech-savvy

What to expect

First 30 days

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

• You will learn how to navigate through award-winning sales tools such as Salesforce, Gainsight, ZoomInfo, Outreach, LinkedIn Sales Navigator, and Docker

• Identify areas of improvement in our systems and processes that will assist our Technical Account and Renewal’s teams to be more successful

• Review existing processes and metrics to identify areas of improvement

• Begin building strong cross functional relationships

First 90 days

• Begin taking on projects and working with the relevant cross functional teams to scope and build

• Become the key stakeholder of relevant tools within the tech stack and start scoping refinements and improvements

• Build documentation to support new and existing processes

• Start implementing improvements to assist with data integrity and accuracy

1 year

• Assist in scoping future quarter priority projects

• Have full ownership of various key projects related to the GTM org and the supporting systems

• Build scalable and repeatable processes to assist the Sales & GTM org

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

• Freedom & flexibility; fit your work around your life

• Designated quarterly Whaleness Days

• 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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