ID 2024-25073

Location

BR-Remote

Category

Customer Success & Consulting

Position Type

Regular

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 Onboarding Consultant engages customers immediately following the license sale and provides guidance, insights and enablement to help them quickly and successfully deploy their use case and meet their business objectives. The Onboarding Consultant executes against the Onboarding processes and covers the fundamentals for getting started using the platform. This role provides the customer with best practices, industry and standard third party product integration guidance to help customers build, launch and run their deployment of our web and pre-connected applications.

The Onboarding Consultant is typically the customers’ first experience with the product and company. Passion for customers, professional maturity, technical fluency, excellent verbal and written communication, strong presentation skills, and ability to handle a high volume of projects at different stages while enabling customers to adopt change is critical in this role.

This position is an individual contributor role reporting to the Manager, Onboarding.

Responsibility

• 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
• 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
• 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 cross-functional teams as needed to complete customer projects and/or drive program initiative
• Stay current on product features and functionality, platform changes and partner technologies by attending enablement sessions, product release meetings and knowledge share sessions, and other enablement activities to improve product knowledge
• 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/or drive better enablement for adoption
• Work with customers from both regions; North America and Latam

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

• Bachelor’s Degree
• 2+ years of customer service experience
• Fluent in verbal and written English
• Fluent or native speaker either in Portuguese or Spanish

Preferred

• Customer service experience
• Technical aptitude and ability to learn and teach software
• Experience implementing, onboarding or training in the Software as A Service Industry
• Project Management/Coordination experience
• Experience managing a high volume of projects at the same time related to IT or Technology/Software as a Service industry and experience with short projects
• Technical proficiency and ability to learn and teach software
• Experience implementing, onboarding or training in the Software as A Service Industry
• Prior experience using Project Management software and/or Salesforce
• Project Management or Coordination experience, including handling a high volume of projects at the same time
• 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 with customers.
• Active Listening skills to understand the customer’s business problems or objectives and leverage product knowledge and experience to provide 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

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 [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

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