Supervisor, EMEA Customer Onboarding
DocuSign
Supervisor, EMEA Customer Onboarding
- Location
- EG-Remote
- Category
- Sales & Partnerships
- 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 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 Supervisor is responsible for leading a team of 8 consultants while supporting the Manager in executing the strategy established by the EMEA Customer Enablement Leader. The Supervisor provides day-to-day guidance and coaching to ensure their team's customers achieve specific business results and maximum value from their Docusign product(s). This role focuses on operational excellence, team development, and maintaining high performance standards.
This position is a people manager role reporting to the Manager, Customer Onboarding Consulting EMEA.
Responsibility
Conduct regular 1:1s and team meetings to maintain engagement and alignment with team members
Monitor daily team performance against KPIs and supports individual contributors in achieving their goals
Foster a collaborative and supportive team environment while maintaining focus on results
Serve as first point of escalation for team members on customer and operational issues
Coordinate with the Manager on resource allocation and project distribution across the team
Assist in onboarding and training new team members
Identify coaching opportunities and provides real-time feedback to develop team capabilities
Maintain team documentation, playbooks, and best practices
Track team metrics and provides regular updates to the Manager on performance and opportunities
Handle day-to-day customer escalations and coordinates resolution with team members
Identify process improvement opportunities and implements approved changes
Ensure consistent service delivery standards across the team
Facilitate knowledge sharing sessions and team development activities
Partner with cross-functional teams to resolve customer issues and improve processes
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
BS/BA degree or equivalent experience
2+ years of leadership, supervisory experience, or demonstrated leadership in a customer success/consulting or project management environment
2+ years of experience in customer success, onboarding consulting, or business consulting within a SaaS model
Experience coaching and developing individual contributors
Proven ability to drive team performance and meet targets
Experience working in a technology company, preferably within a SaaS model
Experience managing remote team members across different locations
Fluency in written and verbal English
Experience with Salesforce and basic reporting/analytics tools
Preferred
Strong operational and organizational skills with ability to manage multiple priorities
Experience as a Principal or Senior Onboarding Consultant
Experience leading projects or initiatives without formal authority
Strong problem-solving skills with ability to handle ambiguous situations
Excellent communication skills for both team and customer interactions
Demonstrated ability to influence and collaborate across teams
Track record of contributing to process improvements
German, Dutch, French, or Spanish as a second language
Experience with Tableau or similar analytics platforms
Ability to guide, motivate, and develop a team of consultants
Commitment to ensuring exceptional customer experiences through the team
Clear and effective communication with team, management, and stakeholders
Ability to quickly assess situations and coordinate appropriate solutions
Flexibility to adjust to changing priorities and business needs
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.