Technical Account Operations Manager (Eastern Time Zone preferred)

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 objectivesAct 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 initiativesWork with the Renewals Leadership to ensure good forecast hygiene and accuracyDefine scalable and repeatable processes and work with cross functional teams to ensure a positive post-sales experience for customersDocument and adapt all processes to ensure alignment with evolving customer journeys, automation and internal workflowsServe as the internal expert for the tech stack, processes and projects for the Technical Account, Renewals and Sales Engineering teamsHelp manage GTM quota modelsWork alongside the Business Systems team and Analytics team to ensure availability and accuracy of customer data within Salesforce, Gainsight and other GTM systemsDevelop and administer reports, dashboards and analytics to track key performance indicators, drive operational efficiencies and support data-based decision makingTrack 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 teamIdentify and implement continuous process improvements to enhance productivity and performanceAssist in fiscal year planning cycleQualifications: 4+ years of experience in Technical Account / Customer Success Operations and/or Renewal OperationsExperience working for a high growth software/SaaS companyPrior experience in managing post-sales workflows, renewals forecasting, and translating data into actionable insightsKnowledgeable in managing projects including writing project plans, business requirement documents and business summariesTrack record of defining operational processes and collaborating with technology teams for successful implementation of projectsExceptional communication and interpersonal skillsTechnically savvy with Google Suite, Salesforce, Gainsight, Opine, ZoomInfo, Outreach and LinkedIn Sales NavAbility to think strategically and translate business needs into actionable plans within a fast paced environmentComfortable and familiar with cross-functional collaborationAble to work autonomously, with a constant focus on building for the futureEnergy, enthusiasm, and love of buildingAdditional attributes:Experience with Sales Engineering and Solutions Architect teamsComfortable with new technologies and ability to communicate with those who are tech-savvyWhat to expect First 30 daysYou will be welcomed with a first-in-class onboarding experience that includes equipment setup, a sweet swag package, and a collaborative training programYou will learn how to navigate through award-winning sales tools such as Salesforce, Gainsight, ZoomInfo, Outreach, LinkedIn Sales Navigator, and DockerIdentify areas of improvement in our systems and processes that will assist our Technical Account and Renewal’s teams to be more successfulReview existing processes and metrics to identify areas of improvementBegin building strong cross functional relationshipsFirst 90 daysBegin taking on projects and working with the relevant cross functional teams to scope and buildBecome the key stakeholder of relevant tools within the tech stack and start scoping refinements and improvementsBuild documentation to support new and existing processesStart implementing improvements to assist with data integrity and accuracy1 yearAssist in scoping future quarter priority projectsHave full ownership of various key projects related to the GTM org and the supporting systemsBuild scalable and repeatable processes to assist the Sales & GTM orgWe 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. PerksFreedom & flexibility; fit your work around your lifeDesignated quarterly Whaleness DaysHome office setup; we want you comfortable while you work16 weeks of paid Parental leaveTechnology stipend equivalent to $100 net/monthPTO plan that encourages you to take time to do the things you enjoyQuarterly, company-wide hackathonsTraining stipend for conferences, courses and classesEquity; we are a growing start-up and want all employees to have a share in the success of the companyDocker SwagMedical benefits, retirement and holidays vary by countryDocker 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.#LI-REMOTE Apply to this Job