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 Support Vendor Manager is responsible for contributing to and driving Vendor Strategy, Enablement, and Delivery across our suite of products and services. They are expected to own service metrics and operate monthly business reviews. The ideal candidate should possess experience in outsourcing services, scaled operations, and be a proven leader in the Vendor Management space.This position is an individual contributor role reporting to the Director of Vendor Management.ResponsibilityLead delivery operations with a vendor partner, responsible for a team of outsourced support experts who deliver proactive and reactive support to customers and partnersMeet or exceed operational and team core support metrics including but not limited to Customer Experience, contractual Service Level, and ResolutionContribute to Vendor Quality Management Framework (QMF), standardizing, improving and measuring how we deliver an impactful, predictable, and repeatable support experience to our Customers while improving our Support Expert experience for our vendor partnersIncorporate and adopt the use of data and automation as part of the support delivery processes and customer experienceLeverage internal and external knowledge to resolve customers issuesPartner with tools, supportability, readiness, and knowledge management fields to optimize and automate support processes to provide the best customer and partner support experiencePartner with engineering and product management to handle critical situations and incidents proactively and reactivelyPartner with supportability to provide product feedback and carry the voice of customers and partnersCollaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignmentChampion customer issues within the organization to build the best customer experience to define and build the way DocuSign delivers supportPartner with Global internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customerBe responsible for creating and maintaining Billing documentationRepresent the team in cross functional Billing and Accounts Receivable projectsHandle escalated and complex Billing scenarios for Direct and Digital CustomersAct as Subject Matter Expert for all Billing and Accounts Receivable inquiries and Billing systems of recordWhat you bringBasic5+ years of experience as part of a support or operation delivery organization5+ years team management experience, FTEs or vendors, with the ability to coordinate delivery activities, implementations and change1+ years in the cloud and/or SaaS industry including the use of data and tools (automation) to enable customer success and operational scenarios3+ years of experience with internal or external customer facing roles3+ years of Billing and Payments experiencePreferredB.A. or B.S. bachelor's degree in a technical discipline preferred but not requiredExperience leading the performance of an outsourcing partnerAbility to interact with and influence all levels of the businessProven track record contributing to organizational vision and planning execution of projectsIndustry accepted Agile framework certificationMulti-lingual in Docusign supported languagesStrong collaboration skills which are a focal component of this role, with audiences that include executives, peers and customer engagementsLife at DocusignDocusign 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.AccommodationDocusign 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 ****** you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at ****** for assistance.Applicant and Candidate Privacy Notice#LI-BF3
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