Senior International Onboarding Consultant

November 14

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Docusign

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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.

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

📋 Description

• Deliver a best-in-class customer onboarding experience which accelerates a customer’s time to first value and provides guidance and best practices to help customers quickly meet their business needs and deploy their initial use case • Drive the onboarding engagement from kick-off to project completion, ensuring that the customer has an outstanding experience, projects are delivered within scope, on time, and to defined outcomes • Discover customer needs and business objectives and tailor solutions that meet customer needs • Use knowledge around the Docusign platform to identify areas of opportunity to increase customer value, adoption of features and expansion of the customer’s portfolio of products • Review existing customer workflows to identify areas for optimization • Have strong time management and prioritization skills to balance a multi-customer workload and meet defined outcomes • Complete customer-facing work through a combination of zoom calls, phone calls and emails • Track and meet expectations around customer-utilization targets • Follow a defined playbook and use required tools to track customer onboarding • Interact with customers via verbal and written communication, and present key information and resources using prescribed presentation materials and superior presentation skills • Understand and recommend self-service resources and online trainings that meet customer needs • Guide customers in the build and testing of their use case • Serve as a thought leader, customer advocate and partner to Docusign’s customers • Enable customers to be self reliant following their implementation • Mitigate risks proactively to ensure timely execution and to accelerate “time to live” • Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting • Engage with multi-functional teams, including Support, Sales and Product Management, as needed to complete customer projects and drive program initiative • Stay current and consistently improve knowledge on the latest product features and functionality, platform changes and partner technologies by attending enablement sessions, product release meetings and knowledge sharing sessions, and other enablement activities • Contribute to the growth and evolution of the Customer Onboarding program by sharing customer or vertical insights during meetings and drive new ways to improve the customer experience and drive better enablement for adoption • Work with customers from both regions; North America and Latam • Agile and adaptable, with the ability to thrive in a fast-paced environment and comfort with evolving business dynamics and changes. • Find creative solutions and troubleshoot product issues • Lead and collaborate on side projects within the onboarding team or with customers • Assist colleagues and managers with customer issues • Help mentor and develop less experienced team members

🎯 Requirements

• Basic 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 roles • Strong technical capability and knowledge of adult learning principles, particularly in software • Experience implementing, onboarding or training in the Software as a Service Industry • 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 • Prior 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 • 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 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 • Strong communication and presentation skills • Ability to interact with and influence all levels from individual contributors to executives

🏖️ Benefits

• Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com .