Manager Customer Onboarding Consulting EMEA

Job description

This a Full Remote job, the offer is available from: EMEA, Egypt

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 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 Customer Onboarding Consulting Manager is responsible for executing against the strategy established by the EMEA Customer Enablement Leader. The manager provides oversight and direction to ensure their team’s customers achieve specific business results and maximum value from their Docusign product(s). Team and people management is critical, and the manager creates a performance-based culture, nurtures a supportive and collaborative work environment and drives results.

This position is a people manager role, reporting to the Director, Customer Enablement EMEA.

Responsibility
• Establishes a regular engagement and communication approach/cadence with the team members
• Manages the team performance against KPIs and individual contributor goals
• Creates a performance-based culture, nurturing an encouraging and collaborative work environment, driving results
• Cultivates a strong customer-first focus
• Assists in cross-functional collaboration, including Sales, Professional Services, Product, Education and/or Support to ensure maximum adoption rates for our customers
• Collaborates with Onboarding Consulting leadership and the key cross-functional business to help drive new programs and improvements in the business
• Tracks and measures results and reports on success and opportunities
• Supports the direction of the business
• Handles escalations related to usage and engagement
• Plays a key role in identifying new opportunities for driving adoption with our customers
• Oversees the team's resource and project planning
• Ensures their team delivers exceptional service that meets/exceeds customer expectations
• Drives process improvement initiatives to adapt to changing business needs
• Manages internal and customer escalations with the assistance of senior team members