Senior Onboarding Consultant
DocuSign
Senior Onboarding Consultant
- Location
- BR-Remote
- Category
- Customer Support
- Position Type
- Regular
Company Overview
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).
What you'll do
The Senior Onboarding Consultant is a high-energy technical-focused customer advisor responsible for managing a portfolio of customer engagements, driving return on our customers’ investment in the Docusign platform and unlocking further modernization across their system of agreement.
As part of the Onboarding team, the Senior Onboarding Consultant will provide technical 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 Senior Onboarding Consultant helps customers realize business results by serving as the post-sale service team responsible for successful customer onboarding to Docusign and configuration of products to their needs.
Passion for customers, professional maturity, creative problem solving, technical fluency, as well as the ability to enable customers to adopt change while driving to key deliverables, is critical in this role.
This position is an individual contributor role reporting to Manager, Onboarding Consulting.
Responsibility
Deliver a best-in-class customer onboarding experience which accelerates a customer’s time to first value and provides guidance and best practices to help customers quickly meet their business needs and deploy their initial use case
Drive the onboarding engagement from kick-off to project completion, ensuring that the customer has an outstanding experience, projects are delivered within scope, on time, and to defined outcomes
Discover customer needs and business objectives and tailor solutions that meet customer needs
Use knowledge around the Docusign platform to identify areas of opportunity to increase customer value, adoption of features and expansion of the customer’s portfolio of products
Review existing customer workflows to identify areas for optimization
Have strong time management and prioritization skills to balance a multi-customer workload and meet defined outcomes
Complete customer-facing work through a combination of zoom calls, phone calls and emails
Track and meet expectations around customer-utilization targets
Follow a defined playbook and use required tools to track customer onboarding
Interact with customers via verbal and written communication, and present key information and resources using prescribed presentation materials and superior presentation skills
Understand and recommend self-service resources and online trainings that meet customer needs
Guide customers in the build and testing of their use case
Serve as a thought leader, customer advocate and partner to Docusign’s customers
Enable customers to be self reliant following their implementation
Mitigate risks proactively to ensure timely execution and to accelerate “time to live”
Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
Engage with multi-functional teams, including Support, Sales and Product Management, as needed to complete customer projects and drive program initiative
Stay current and consistently improve knowledge on the latest product features and functionality, platform changes and partner technologies by attending enablement sessions, product release meetings and knowledge sharing sessions, and other enablement activities
Contribute to the growth and evolution of the Customer Onboarding program by sharing customer or vertical insights during meetings and drive new ways to improve the customer experience and drive better enablement for adoption
Work with customers from both regions; North America and Latam
Agile and adaptable, with the ability to thrive in a fast-paced environment and comfort with evolving business dynamics and changes.
Find creative solutions and troubleshoot product issues
Lead and collaborate on side projects within the onboarding team or with customers
Assist colleagues and managers with customer issues
Help mentor and develop less experienced team members
Job Designation
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.
What you bring
Basic
- Bachelor’s Degree
- 5+ years of customer service experience in the Software as a Service Industry
- Business level proficiency for written and spoken English
- Fluent or native speaker in Portuguese and Spanish
- Recent experience in a customer facing, advisory, support or consulting delivery roles
Preferred
- Strong technical capability and knowledge of adult learning principles, particularly in software
- Experience implementing, onboarding or training in the Software as a Service Industry
- Experience using Project Management software or Salesforce
- Extensive Project Management or Coordination experience with proven track record of successful delivery of projects, including managing a high volume of projects at the same time
- Business process reengineering and change management methodology knowledge and/or first-hand experience
- Prior experience managing adoption, mitigating churn and/or driving expansion opportunities across the entire customer lifecycle
- 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
- Strong time management and prioritization skills
- Ability to develop and deliver messages and presentations to technical and non-technical audiences
- Strong verbal and written communication skills
- Ability to properly set and reset expectations, and de-escalate situations with customers
- Active Listening skills to understand the customer’s business problems or objectives and leverage product knowledge and experience to deliver the best solution to meet their needs
- Identify gaps that impact the customer experience, document them, and recommend potential resolutions
- Ability to make decisions autonomously
- Proactively drive key achievements and outcomes as outlined by the customer and in alignment with the program framework
- Meet deadlines for customer engagements and deliverables
- Creative problem solver that is able to navigate confidently and competently through ambiguity and change
- Subject matter expertise in an industry, including fluency in regulatory and compliance requirements relevant to that vertical
- Strong communication and presentation skills
- Ability to interact with and influence all levels from individual contributors to executives
Life at DocuSign
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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