Senior Manager, Customer Readiness

DocuSign

Dublin, IE
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/26/2021
  • Website: docusign.com
  • Company Address: 221 Main Street Suite 1000, San Francisco, CA, 94105

About DocuSign

DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives.

Job Description

DocuSign is committed to building trust and making the world more agree-able 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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Rapid Adoption Program provides onboarding, enablement and basic consultative guidance to support the customers’ rapid deployment of DocuSign and modernization of their system of agreement, which takes the customer through a journey of Prepare, Sign, Act & Manage.

The high-visibility Rapid Adoption Program is chartered with supporting the customers from contract signing to successful usage of DocuSign. Decreasing time to value, while increasing trust, adoption and overall lifetime value to a customer. The ideal candidate brings a proven record of leading and managing customer success / consulting teams in a SaaS company environment.

The Customer Readiness Senior Manager is responsible for executing against the strategy established by the Global RAP leader. The leader provides oversight and direction to ensure their team’s customers achieve specific business results and maximum value from their DocuSign product(s). Team and people management is critical, and the Adoption Consulting manager creates a performance-based culture, nurtures a supportive and collaborative work environment and drives results.

Additionally, the Adoption Consulting leader drives cross functional collaboration, including Marketing, Sales, Professional Services, Product, Education and/or Support to ensure maximum adoption rates for our customers. They handle escalations related to usage / engagement and play a key role in identifying new opportunities for driving adoption with our customers.

Finally, the Adoption Consulting uses key performance measures to drive his/her business. They measure key success metrics for the business to ensure the business is driving positive outcomes for our customers, including adoption, time to usage, usage volume and overall customer success. He or she also establishes/manages key performance goals and metrics for the team and for their team members including individual development plans and individual goals.

Responsibilities:

  • Strong leadership skills with the ability to both build and manage. Establishes engagement and communication approach/cadence with the team members. Manages performance team and individual contributor goals. Cultivates a strong customer first focus. Develops a culture focused on customer.
  • Strong influencing skills and the ability to work across a matrix is imperative. Ability to engage, influence and advocate outside their direct area of control is critical.
  • Strong operational and programmatic capabilities to ensure programs scale. Defines outcomes for the team, tracks and measures results and reports out on success and opportunities.
  • Supports the direction of the business. Collaborates with RAP leadership and the key cross-functional business to help drive new programs and improvements in the business.
  • Oversees the resource and project planning for their team. Ensure their team is delivering exceptional programs that meet/exceed customer expectations. Manages to utilization/productivity goals.

Basic qualifications:

  • BS/BA degree or equivalent
  • Management experience in customer success, account management, consultative sales and/or business consulting, preferably within a SaaS model.
  • Experience working at a technology company, preferably within a SaaS model.
  • Experience of managing a team of individual contributors.

Preferred qualifications:

  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.
  • Strong communication & presentation skills, both verbal & written.
  • Influencing skills.
  • Demonstrated experience with project planning and delivery.
  • Demonstrated ability to identify new, creative ways to drive technology adoption and change management with Customers.
  • Proven track record of building successful team cultures.

About us
DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.