Scaled Customer Management

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 peoples 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 Docusigns 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 Youll Do

Scaled Customer Management team members 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 outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators.

Scaled CM 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.

Key Responsibilities:

• 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 vital, open a support case or increase 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 positions job designation depending on business needs and as permitted by local law.

What You Bring

Basic:

• Fluent French
• Ability to break down technical enablement into easy to follow steps
• Experience crafting and delivering clear customer messaging
• Passionate about addressing customer needs, including defining and driving successful delivery of customer enablement solutions
• 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
• Skilled in driving value through the full customer lifecycle
• Creative problem-solving ability, with a natural curiosity around the clients business needs
• High level of resilience and a positive attitude when faced with a challenge
• Passionate about technology with a solution-centric mindset

Preferred:

• Excellent communication and relationship leadership skills, with the ability to lead multiple collaborators 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 whats 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, youll 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. Our global benefits Paid time off Take time to unwind with earned days off, plus paid company holidays based on your region. Paid parental leave Take up to six months off with your child after birth, adoption or foster care placement. Full health benefits Options for 100% employer-paid health plans from day one of employment. Retirement plans Select retirement and pension programs with potential for employer contributions. Learning & development Grow your career with coaching, online courses and education reimbursements. Compassionate care leave Paid time off following the loss of a loved one and other life-changing events.