ID 2024-24672

Location

EG-Remote

Category

Customer Success & Consulting

Position Type

Regular

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

Dynamic CSM team members are an extension of the Customer Success Manager (CSM) team who are responsible for a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators.

The Dynamic CSM will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey.

The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touch points throughout the lifecycle to ensure an exceptional customer experience.

This position is an individual contributor role, reporting to the Senior Manager, Dynamic Customer Success Management, EMEA.

Responsibility

• Work on a large book of business, at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention
• Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources
• Provide insightful technical answers and, if necessary, open a support case or internally raise any existing technical issues or account concerns
• Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform
• Influence Docusign’s strategy and product priorities to drive adoption and retention
• Champion new industry practices and workflows to help both customers and fellow CSMs achieve more
• Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• Fluency in written and spoken English and Spanish
• Experience creating and delivering on a product roadmap
• History of collaborating with cross-functional teams in defining adoption strategies and playbooks
• Experience in scalable technology adoption strategies

Preferred

• Ability to break down technical enablement into easy to follow steps
• Ability to manage a large book of business and use data to develop a strategy
• Skilled in driving value through the full customer lifecycle
• Examples of results converting strategy to execution
• Focused on addressing customer needs, including defining and driving successful delivery of customer enablement solutions
• Highly collaborative, creative, goal-oriented and team-centric
• Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives
• High level of resilience and a positive demeanour when faced with a challenge
• Passionate about technology with a solution-centric approach
• Strong data analysis and creative problem-solving ability, with a natural curiosity around the client’s business needs

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please contact our Talent organization at taops@docusign.com for assistance.

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