ID 2024-25265

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 Senior Onboarding Consultant is a high-energy strategy-focused customer advisor responsible for managing a portfolio of customer engagements, driving return on our customers’ investment in the Docusign Agreement Cloud and unlocking further modernization across their system of agreement. As part of the Onboarding team, the Adoption Consultant will provide strategic adoption-focused consulting including: enablement, new use case identification, optimizing existing use cases and workflows along with guiding and advising on core functionality and features beyond the fundamentals, and the art of what is possible. Working with resources across the Customer Success organization and Docusign, the Onboarding Consultant helps customers realize business results by serving as the post-sale conduit for our customers.

Passion for customers, professional maturity, creative problem solving, technical fluency, excellent communication and presentation skills as well as the ability to enable customers to adopt change while driving to key deliverables, is critical in this role.

This role is an Individual Contributor, reporting to the Director, Customer Enablement EMEA.

Responsibility

• Develop solutions to address client needs that align with customer objectives, success criteria and implementation milestones
• Enable customers to be self reliant following their implementation
• Track and assist customers post onboarding to drive adoption and consumption
• Translate complex solutions and technical concepts to customers
• Discover customer concerns, needs and business objectives
• Serve as a thought leader, customer advocate and partner to Docusign’s customers
• Build relationships and gain consensus with key customers
• Liaise between customer and internal teams at Docusign
• Find opportunities for adoption growth across business units
• Identify customer resource requirements and dependencies and address gaps
• Review existing customer workflows to identify areas for optimization
• Establish strategic guidance
• Provide standard processes and strategies
• Stay current on product features and functionality, platform changes (Docusign Agreement Cloud) and partner technologies by attending enablement sessions, product release meetings and other enablement activities to improve product knowledge
• Use knowledge around the Docusign Agreement Cloud to identify areas of opportunity to expand a customer’s portfolio of products
• Find creative solutions and troubleshoot product issues
• Use online and internal resources to enable the customer on product functionality
• Collaborate and communicate with cross-functional teams, including Product Management, to drive successful customer outcomes and product adoption
• Handle a large portfolio of customers to meet defined success metrics, and stay up to date with relevant notes, time entry and project status reporting
• Lead and collaborate on side projects within the onboarding team or with customers
• Assist colleagues or managers with customer issues

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

• BA/BS degree
• Fluency in written and spoken English and Spanish
• Significant recent experience in a customer facing, advisory, support or consulting delivery roles
• Demonstrated ability to identify new, creative ways to drive Customer technology adoption and usage
• Ability to build effective strategy (both with our customers and internally) and couple it with execution
• Ability to interact with and influence all levels from individual contributors to executives
• Self-motivated, highly collaborative, creative, growth and results oriented, and team-centric
• Demonstrated ability to develop understanding of software use and application
• Strong communication and presentation skills

Preferred

• 3+ years of SaaS experience
• Prior experience managing adoption, mitigating churn and/or driving expansion opportunities across the entire customer lifecycle
• Demonstrated ability to manage a large load of customer engagements and projects simultaneously in a pooled resource model
• Experience working within Salesforce or other relational databases
• Project management, business process reengineering and change management methodology knowledge and/or first-hand experience

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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