Senior International Onboarding Consultant

🔥 4 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

💼 Consultant

👻 Ghost score 10%

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

⚖️ Legal

📦 Logistics

💼 Consulting

Legal • Logistics • Consulting

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• Deliver a best-in-class customer onboarding experience that accelerates time to first value and helps customers deploy initial use cases • Drive onboarding engagements from kick-off through project completion, ensuring delivery within scope, on time, and to defined outcomes • Discover customer needs and business objectives and tailor solutions accordingly • Identify opportunities to increase customer value, feature adoption, and product expansion using knowledge of the Docusign platform • Review customer workflows and identify optimization opportunities • Balance a multi-customer workload and meet defined outcomes • Complete customer-facing work through Zoom calls, phone calls, and email • Track and meet customer-utilization targets • Follow defined playbooks and required tools to track onboarding • Present information and resources using prescribed materials and strong presentation skills • Recommend self-service resources and online training • Guide customers through building and testing use cases • Serve as a thought leader, customer advocate, and partner to customers • Enable customers to become self-reliant after implementation • Proactively mitigate risks and accelerate time to live • Manage a high volume of projects, including notes, time entry, and project status reporting • Collaborate with Support, Sales, Product Management, and other multifunctional teams • Maintain current knowledge of product features, functionality, platform changes, and partner technologies • Contribute customer and vertical insights to improve the Customer Onboarding program and customer experience • Work with customers in North America and Latam • Troubleshoot product issues and find creative solutions • Lead and collaborate on onboarding team or customer side projects • Assist colleagues and managers with customer issues • Mentor and develop less experienced team members

🎯 Requirements

• Bachelor’s Degree • 5+ years of customer service experience in the Software as a Service Industry • Business level proficiency for written and spoken English • Fluent or native speaker in Portuguese and Spanish • Experience in a customer facing, advisory, support or consulting delivery role • Strong technical capability and knowledge of adult learning principles, particularly in software • Experience implementing, onboarding or training in the Software as a Service Industry • Prior experience using Project Management software or Salesforce • Extensive Project Management or Coordination experience with proven track record of successful delivery of projects, including managing a high volume of projects at the same time • Business process reengineering and change management methodology knowledge and/or first-hand experience • Experience managing adoption, mitigating churn and/or driving expansion opportunities across the entire customer lifecycle • Demonstrated ability to identify new, creative ways to drive Customer technology adoption and usage • Ability to build effective strategy, both with our customers and internally, and couple it with execution • Strong time management and prioritization skills • Ability to develop and deliver messages and presentations to technical and non-technical audiences • Strong verbal and written communication and presentation skills • Ability to properly set and reset expectations, and de-escalate situations with customers • Active Listening skills to understand the customer’s business problems or objectives and leverage product knowledge and experience to deliver the best solution to meet their needs • Identify gaps that impact the customer experience, document them, and recommend potential resolutions • Ability to make decisions autonomously • Proactively drive key achievements and outcomes as outlined by the customer and in alignment with the program framework • Meet deadlines for customer engagements and deliverables • Creative problem solver that is able to navigate confidently and competently through ambiguity and change • Subject matter expertise in an industry, including fluency in regulatory and compliance requirements relevant to that vertical • Ability to interact with and influence all levels from individual contributors to executives

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities during job application procedures • Religious accommodations during the application process

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