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).

The ideal Account Services Expert is an articulate specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies. With strong business acumen and a customer-first mentality, the motivation to take initiative owning and resolving customer issues and inquiries is essential. This position acts as the liaison between customers and all functional areas within DocuSign to resolve service, support, and billing inquiries.

This position is an individual contributor role reporting to Sr. Manager Account Services.

Responsibility

• Support customers through telephone, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Docusign Agreement Cloud to provide customer resolution and proactive customer recommendations

• Resolve customer issues including complex account, subscription and billing scenarios supporting subscription management

• Meet and exceed Docusign Customer Support service level goals and KPIs

• Partner with internal teams (Sales, Billing, Operations, etc.) to drive resolution on behalf of the customer

• Provide critical feedback related to improvements of the product and tools to impact customer experience

• Promote Docusign products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs

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

•  Professional proficiency in Spanish, English and Portuguese
• College degree or relevant work experience
• 2+ years of Subscription or Sales Support including account maintenance, billing/contract, and admin tasks

Preferred

• Effective communication skills - ability to communicate in written verbal forms, with audiences that include customers, peers, and occasional executive leadership
• Ability to review, understand, and resolve complex issues
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to collaborate with peers across the organization without friction
• Ability to communicate a complex or technical issue in a clear concise manner
• High level of attention to detail and ability to pivot in uncertain situation

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.

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

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

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.

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