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).

Scaled CM team members are an extension of the Customer Success Account Management (CSAM) team who lead all aspects of  incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an outstanding customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators.

Scaled CM 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 Director, Customer Success Management

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 vital, open a support case or advance 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 operation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic:

• Fluent in German or French
• BS/BA degree or equivalent in proven experience
• 2+ years of related experience
• Ability to breakdown technical enablement into easy to follow steps
• Experience creating and delivering clear customer messaging
• Ability to lead a large volume of daily requests

Preferred:

• Focus on addressing customer needs, including defining and driving successful delivery of customer enablement solutions
• Excellent communication and relationship leadership skills, with the ability to lead multiple collaborators and high-level executives
• Examples of results working on a large volume of requests
• Experience collaborating with cross-functional teams in defining adoption strategies and playbooks
• Experience in scalable technology adoption strategies
• Strong communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external collaborators
• Highly collaborative, creative, goal-oriented and team-centric
• Skilled in driving value through the full customer lifecycle
• 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 attitude

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois and Colorado: $X/hour - $X/hour or $X - $X base salary

Washington, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• 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

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

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.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

EEO Know Your Rights poster