Strategic Customer Success Account Manager

🔥 10 minutes ago

🏛️ District of Columbia – Remote

🏛️ District of Columbia – Remote

💵 $111k - $158.4k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💰 Account Manager

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

eCommerce • Finance • SaaS

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

• Prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key collaborators and mapping our customers to our executives as measured by renewal outcomes • Achieve financial and strategic revenue, bookings and billings targets • Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies, up to and including Executive Engagement • Own and implement win/win negotiation strategies for Docusign's strategic renewals while protecting and enhancing customer trust • Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives • Be accountable for the full adoption strategy, using key partners across the Docusign ecosystem to deliver comprehensive paths for success • Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns • Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts • Discuss and advise on core functionality and features beyond the fundamentals, and be able to effectively communicate the art of what is possible • Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment • Improve account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable • Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign • Travel occasionally to build customer relationships and improve overall partnership, up to 10% • Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

🎯 Requirements

• 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success • Experience with quota-carrying roles and proven history of meeting key performance indicators • Experience with deal negotiation cycles with a successful track record, experience navigating across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations • BA/BS degree or equivalent work experience • Strong contract negotiation skills with experience driving high value contracts to completion on-time • Experience with leading an adoption strategy across organizations, serving as a change agent for the customer • Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level • Ability to interact with and influence all levels from individual contributors to executives • Ability to react and adapt to potential rapid shifts in priorities • Strong level of urgency, organization and prioritization skills • Salesforce experience • Excellent written and verbal communication skills • Ability to conduct value analysis around ROI

🏖️ Benefits

• Paid Time Off: earned time off, as well as paid company holidays based on region • Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement • Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment • Retirement Plans: select retirement and pension programs with potential for employer contributions • Learning and Development: options for coaching, online courses and education reimbursements • Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events