Dynamic Customer Success Manager
DocuSign
Posted on 23 Feb
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Work on a large number of accounts at scale to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention
Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources
Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns
Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform
Influence Docusign s strategy and product priorities to drive adoption and retention
Champion new best practices and workflows to help both customers and fellow CSMs (Digital, Dynamic and Designated) achieve more
Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations
Responsibility
- Work on a large number of accounts at scale to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention
- Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources
- Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns
- Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform
- Influence Docusign s strategy and product priorities to drive adoption and retention
- Champion new best practices and workflows to help both customers and fellow CSMs (Digital, Dynamic and Designated) achieve more
- Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations
Desired Candidate Profile
What you bring
- 2+ years of related experience
- Experience breaking down technical enablement into easy to follow steps
- Experience creating and delivering on a product roadmap
- Experience addressing customer needs, including defining and driving successful delivery of customer enablement solutions
- Experience managing a large book of business and using data to develop a strategy
- Experience driving value through the full customer lifecycle
Preferred
- 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
- Strong data analysis and 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
- Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives
- Examples of results converting strategy to execution
- History of collaborating with cross-functional teams in defining adoption strategies and playbooks
- Experience in scalable technology adoption strategies
Company Industry
- IT - Software Services
Department / Functional Area
- Sales
- Business Development
Keywords
- Dynamic Customer Success Manager
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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).