Dynamic Customer Success Advisor
DocuSign
Employer Active
Posted on 12 Apr
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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
Desired Candidate Profile
Fluent in the primary language(s) of the customer segment supported (e.g., English plus relevant regional language)
Experience in customer facing roles such as customer success, account management, consulting, support or implementation, preferably within SaaS
Demonstrated ability to break down technical enablement into clear, step by step guidance for non technical audiences
Experience crafting and delivering clear, concise customer communications across email, calls and digital channels
Experience in scaled / digital customer success or tech touch programs, including playbook driven engagements and use of CTAs
Examples of success working on a large volume of requests while maintaining strong customer outcomes
History of collaborating with cross functional teams to build and execute adoption strategies and scaled playbooks
Familiarity with Docusign products (eSignature, IDV, IAM) and common commercial SaaS use cases
Experience using systems such as Salesforce, Gainsight, Outreach and analytics or BI tools in a customer success context
Passion for addressing customer needs and driving successful delivery of enablement solutions that improve adoption and outcomes
Strong organisational skills with the ability to manage a large volume of daily requests while maintaining quality and attention to detail
Collaborative, goal oriented and team centric, with a high level of resilience and a positive attitude in the face of challenges
Comfort working with data and reports (e.g., usage, health scores) to prioritise actions and track impact
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Dynamic Customer Success Advisor
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DocuSign
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).