Company Overview
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).
What you'll do
The Onboarding Consultant (English & French speaking) 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 onboarding processes and covers the fundamentals of getting started with the platform. This role provides customers with best practices, industry insights, and standard third-party product integration guidance to help them build, launch, and manage their deployment of our web and pre-connected applications. The Onboarding Consultant is typically the customer’s first experience with the product and company. A passion for customers, professional maturity, technical fluency, and the ability to handle a large volume of projects at different stages while enabling customers to adopt change are critical for success in this role.
This position is an individual contributor role reporting to the Manager, Onboarding.
Responsibility:
* Deliver a best-in-class customer onboarding experience that accelerates time to first value and provides guidance and standard processes 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 customers have an outstanding experience, projects are delivered within scope, on time, and aligned with defined outcomes
* Discover customer needs and business objectives, and tailor solutions that align with their goals
* Manage time effectively and prioritize workloads to balance multiple customers while meeting 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 progress
* Interact with customers via verbal and written communication, presenting key information and resources using prescribed presentation materials and strong presentation skills
* Recommend self-service resources and online training materials that meet customer needs
* Guide customers in building and testing their use cases
* Mitigate risks to ensure timely execution and accelerate time to go live
* Manage a large volume of projects while keeping relevant notes, logging time entries, and updating project status reports
* Engage cross-functional teams as needed to complete customer projects and drive program initiatives
* Stay current on product features, functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, knowledge-sharing sessions, and other enablement activities
* Contribute to the evolution of the Customer Onboarding program by sharing customer and industry insights, recommending improvements to the customer experience, and driving initiatives to improve adoption
* Drive key achievements and outcomes as outlined by the customer and in alignment with the program framework
Job Designation
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.
What you bring
Basic:
* Fluency in English and French
* Bachelor’s degree
* 5+ years of customer service experience
* Fluent in verbal and written English
Preferred:
* Technical proficiency and the ability to learn and teach software
* Experience implementing, onboarding, or training in the Software as a Service (SaaS) industry
* Prior experience using project management software and/or Salesforce
* Project management or coordination experience, including handling multiple projects simultaneously
* Strong time management and prioritization skills
* Ability to develop and deliver messages and presentations to technical and non-technical audiences
* Strong communication skills
* Ability to properly set and reset expectations with customers
* Active listening skills to understand customer business problems and objectives while demonstrating product knowledge to provide the best solutions
* Ability to identify and document gaps that impact the customer experience and recommend potential resolutions
* Ability to make decisions autonomously
* Ability to meet deadlines for customer engagements and deliverables
Life at Docusign
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.
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