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
Scaled Customer Managers are an extension of the Customer Success Account Management (CSAM) team who oversee an incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. Scaled Customer Managers will perform just in time 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 handling the coordination of 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 at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention
Keep on top of a queue of incoming tasks while understanding how to prioritise
Collaborate with internal teams to respond to customer communications
Provide insightful answers and clear SLAs, if necessary, open a support case or escalate internally any existing technical issues or account concerns
Partner with internal teams to recommend the most efficient way for customers to exceed their goals using the Docusign platform
Be a voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations
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
- 2+ years relevant work experience
- Fluent in French
- Experience breaking down technical enablement into easy to follow steps
- Experience creating and delivering clear customer messaging
- Experience addressing customer needs, including defining and driving successful delivery of customer enablement solutions
- Experience in driving value through the full customer lifecycle
Preferred
- Creative problem-solving ability, with a natural curiosity around the client’s business needs
- High level of resilience and a positive attitude when faced with a challenge
- Passionate about technology with a solution-centric mindset
- Strong communication skills to create and convey customer objectives, success strategies, and customer insights
- for internal and external stakeholders.
- Highly collaborative, creative, goal-oriented and team-centric.
- Ability to manage a large volume of daily requests
- Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives
- Examples of results working on a large volume of requests
- History of collaborating with cross-functional teams in defining adoption strategies and playbooks
- Experience in scalable technology adoption strategies
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 [email protected].
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.
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