Manager, Onboarding Consulting

The 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.

• Establish a regular engagement and communication approach/cadence with the team members
• Manage the team performance against KPIs and individual contributor goals
• Create a performance-based culture, nurture an encouraging and collaborative work environment, driving results
• Cultivate a strong customer first focus
• Track and measure results and reports out to higher leadership on success and opportunities
• Support the direction of the business
• Collaborate with Onboarding Consulting leadership and the key cross-functional business to help drive new programs and improvements in the business
• Coordinate the resource and project planning for the team
• Ensure their team is delivering an outstanding service delivery that meet/exceed customer expectations
• Drive process improvement initiatives to adapt to changing business needs
• Handle internal and customer escalations with the assistance of senior team members

Remote: Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime

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 

• BS/BA degree or equivalent experience
• 3+ years of Management experience in customer success, account management, consultative sales or business consulting, preferably within a SaaS model
• Experience working at a technology company preferably within a SaaS model
• Experience in developing a team of individual contributors, mostly remote and within different locations
• Fluency in written and verbal English
• Salesforce and/or Tableau reporting and analytics experience

Preferred 

• Leader who can both build and lead a team of Consultants
• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse and occasionally unprecedented
• Proven record of leading and managing customer success and consulting teams in a SaaS company environment
• Strong communication and presentation skills, both verbal and written
• Influencing skills
• Operational and programmatic capabilities to ensure programs scale
• Consistent track record of building successful team cultures
• Influencing skills and the ability to work across a matrix are imperative with the ability to engage, influence and advocate outside their direct area of control.
• Strong change management experience, leading a team through constant change
• Portuguese (native), English and Spanish as a second language are nice to have

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

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