ID 2024-25034

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).

The Onboarding Consulting Program provides onboarding, enablement, and basic consultative guidance to support the customers' rapid deployment of Docusign and modernization of their system of agreement. The high-visibility program is chartered with supporting the customers from contract signing to successful usage of Docusign. Decreasing time to value, while growing trust, adoption, and overall lifetime value to a customer.

The Customer Onboarding Consulting Manager is responsible for executing against the strategy established by the EMEA Customer Enablement Leader. The manager provides oversight and direction to ensure their team’s customers achieve specific business results and maximum value from their Docusign product(s). Team and people management is critical, and the manager creates a performance-based culture, nurtures a supportive and collaborative work environment and drives results.

This position is a people manager role, reporting to the Director, Customer Enablement EMEA.

Responsibility

• Establishes a regular engagement and communication approach/cadence with the team members
• Manages the team performance against KPIs and individual contributor goals
• Creates a performance-based culture, nurturing an encouraging and collaborative work environment, driving results
• Cultivates a strong customer-first focus
• Assists in cross-functional collaboration, including Sales, Professional Services, Product, Education and/or Support to ensure maximum adoption rates for our customers
• Collaborates with Onboarding Consulting leadership and the key cross-functional business to help drive new programs and improvements in the business
• Tracks and measures results and reports on success and opportunities
• Supports the direction of the business

• Handles escalations related to usage and engagement

• Plays a key role in identifying new opportunities for driving adoption with our customers

• Oversees the team's resource and project planning
• Ensures their team delivers exceptional service that meets/exceeds customer expectations
• Drives process improvement initiatives to adapt to changing business needs
• Manages internal and customer escalations with the assistance of senior team members

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

• BS/BA degree or equivalent experience
• 3+ years of Management experience in customer success, account management, consultative sales or business consulting, preferably within a SaaS model
• Leadership skills with the ability to both build and manage a team of Consultants
• Experience working at a technology company preferably within a SaaS model
• Experience in managing a team of individual contributors, mostly remote and within different locations

• Operational and programmatic capabilities to ensure program scale

• Fluency in written and verbal English
• Salesforce and/or Tableau reporting and analytics experience

Preferred

• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse and occasionally unprecedented
• Strong communication and presentation skills, both verbal & written
• Influencing skills and the ability to work across a matrix
• Ability to engage, influence, and advocate outside one's direct area of control
• Proven track record of building successful team cultures
• German, Dutch or Spanish as a second language

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 get in touch with our Talent organization at taops@docusign.com for assistance.

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