Company OverviewDocusign 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).What you'll doThe Onboarding Consulting Program provides onboarding, enablement, and basic consultative guidance to support the customers' rapid deployment of Docusign and modernization of their system of agreement. The high-visibility program is chartered with supporting the customers from contract signing to successful usage of Docusign. Decreasing time to value, while growing trust, adoption, and overall lifetime value to a customer.The Onboarding Consulting Manager is responsible for executing against the strategy established by the Global Onboarding Consulting leader. The leader provides oversight and direction to ensure their team's customers achieve specific business results and maximum value from their Docusign product(s).This position is a people manager role reporting to the Senior Director, Onboarding Consulting.ResponsibilitiesEstablish a regular engagement and communication approach/cadence with the team membersManage the team performance against KPIs and individual contributor goalsCreate a performance-based culture, nurture an encouraging and collaborative work environment, driving resultsCultivate a strong customer first focusTrack and measure results and report out to higher leadership on success and opportunitiesSupport the direction of the businessCollaborate with Onboarding Consulting leadership and the key cross-functional business to help drive new programs and improvements in the businessCoordinate the resource and project planning for the teamEnsure their team is delivering an outstanding service delivery that meets/exceeds customer expectationsDrive process improvement initiatives to adapt to changing business needsHandle internal and customer escalations with the assistance of senior team membersWhat you bringBasicBS/BA degree or equivalent experience3+ years of Management experience in customer success, account management, consultative sales or business consulting, preferably within a SaaS modelExperience working at a technology company preferably within a SaaS modelExperience in developing a team of individual contributors, mostly remote and within different locationsFluency in written and verbal EnglishSalesforce and/or Tableau reporting and analytics experiencePreferredLeader who can both build and lead a team of ConsultantsDemonstrated ability to successfully resolve situations that are broadly defined, complex, diverse and occasionally unprecedentedProven record of leading and managing customer success and consulting teams in a SaaS company environmentStrong communication and presentation skills, both verbal and writtenInfluencing skillsOperational and programmatic capabilities to ensure programs scaleConsistent track record of building successful team culturesStrong change management experience, leading a team through constant changeLife at DocusignWorking hereDocusign 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.
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