Customer Onboarding Specialist

Responsibilities:

Customer Onboarding and Provisioning:

• 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.

Customer Experience and Relationship Management:

• 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.

Qualifications

• 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

Your traits and characteristics:

• 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 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