Senior Customer Success Manager (EMEA)

Overview

Job Description

Responsibilities

• - Set your client base''s overall vision and strategy, maintaining active engagement with senior stakeholders and managing Docker executive relationships with clients.
• - Manage communications and touchpoints with covered accounts, involving other internal specialists as required on technical and commercial matters.
• - Work with the product team to manage product requests with strategic clients.
• - Run regular account reviews with clients to ensure the relationship remains healthy and share structured updates on product, its value and service developments.
• - Educate the client about our product roadmap and undertake product training for users.
• - Identify accounts likely to churn based on usage data, customer engagement, queries, and information and develop strategies to retain and turn around these high-risk accounts.
• - Address escalating client issues quickly and urgently, orchestrating resources across the company as appropriate.
• - Driving product adoption and usage patterns.
• - Act as a trusted advisor to covered clients, gaining a deep understanding of their business and helping them to derive maximum value from us.

Required Skills

• - Fluency in English and other European languages is highly desirable.
• - Minimum five years of demonstrated experience as Enterprise Account Executive or an Enterprise Customer Success Manager with Fortune 500 accounts (or equivalent experience in tech industry).
• - Proven track record of building relationships, influencing executive-level stakeholders (VP and above), and effectively communicating with technical teams by translating business needs into technical solutions.
• - Experience working in the developer space is highly preferred or a demonstrated ability to quickly grasp complex technical concepts.
• - Experience working with a technical product or the aptitude to learn complex technical concepts.
• - High integrity, customer centricity and a team-first mentality.
• - Comfortable leading customer meetings on-site and remotely.
• - Strong presentation and writing skills.
• - Strategic thinker, proactive in leading account plans while taking into account customers''s needs and wants.
• - Works well under pressure and is results-oriented.
• - Ability to work in a matrix environment with sales, product, customer support, and technical services.

Benefits

• - 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