Scaled Customer Success Manager

Responsibility

• Drive customer adoption and value realization through short term adoption focused engagements
• Drive value with key partners, as measured by renewal outcomes
• Engage customers and internal partners proactively through telephony and digital campaigns
• Escalate issues quickly when deep, specific skills or other capabilities are required
• Leverage deep Docusign product knowledge to provide customer resolution and account recommendations
• Provide critical feedback to influence product and tool improvements to enhance the customer experience
• Promote Docusign products and services to customers via consultative discussion, product tutorials, and evaluation of their service and support needs
• Conduct select business reviews with critical customers to ensure adoption, maximization of product value, and customer objective alignment
• Evaluate portfolios and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
• Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations, Billing and Sales Operations, to develop growth and risk mitigation strategies for key accounts
• Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

What you bring

Basic

• 3+ years of relevant work experience in a customer facing role in a SaaS or related environment e.g., technical or customer support, enablement, account management, or customer success
• Experience working with customer relationship management (CRM) software and other relevant tools
• Multi-lingual in English and Portuguese

Preferred

• Exceptional organizational and time management skills to manage multiple customer accounts simultaneously without compromise to quality or timeliness
• Ability to communicate and influence, both written and over the phone, with audiences including customers, peers, management, and internal partners
• Flexibility to adapt to changing priorities and customer needs
• Ability to view challenges and setbacks as opportunities to grow and learn
• Strong problem-solving skills and the ability to think critically
• High level of empathy and the ability to understand and anticipate customer needs
• Positive demeanor and a proactive approach to addressing issues and finding solutions
• Self-learning (active learning) and capable of applying what you learned
• Multi-lingual in other Docusign supported languages (Spanish and/or French)
• Professional experience within relevant industries for which Docusign provides solutions
• Ability to analyze customer data and metrics to drive decisions and improvements
• Ability to present complex topics in an understandable way to a group of customers
• Salesforce and Gainsight experience
• Self-motivated, highly collaborative, creative, team-centric, goal and growth-oriented