at DocuSign in Chicago, Illinois, United States
Job Description
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
As Vice President, Customer Success for North America Key Accounts, you will join our CS (Customer Success) organization and become an integral part of how we are transforming the way our customers achieve success.
The CS Management team is chartered with supporting our customers through development of key relationships and partnerships that allow us to help them drive product adoption, usage and most importantly, value from the Docusign platform. Within CS Management, the Key Accounts team focuses on supporting our largest and most strategic customers.
This is a hybrid Customer Success and Sales role where you will be responsible for owning renewal outcomes and retention as well as partnering with the account team to drive cross-sell and upsell opportunities within our largest customers in North America.
An ideal candidate will bring a Customer First approach focusing on delivering customer value, building customer trust, and driving the best outcomes for our customers. Working across the business, you will ensure cross functional collaboration with teams such as Sales, Professional Services, Product, Finance, Enablement, and Support to drive alignment on the field go-to-market strategy in order to support both new and existing customers across their customer journey.
In addition to retention and growth outcomes, you will be responsible for leading business strategy and execution. Cultivating a positive, collaborative, and high-performing team environment, you will lead by example and build a strong culture within the Customer Success team. You will use exceptional operational skills to navigate ambiguity, establish standardized processes, and adapt strategies as needed. Using data and systems, you will analyze and measure key performance metrics, ensuring strategies are effectively driving adoption, reducing churn, increasing net retention, and enhancing overall customer satisfaction.
This position is a People Manager role reporting to the Group Vice President, Customer Success Account Management.
Responsibility
Drive collaboration, engagement, and alignment by ensuring regular communication of key customer activities, events, and performance metrics including usage, churn, and net retention to ensure the most effective path to success for customers and Docusign
Drive customer advocacy using customer feedback and knowledge to build product roadmap requirements; act as voice of customer regarding issues, opportunities and enhancements
Act as the expert for all relevant KPIs for your business
Leverage data to understand areas of strength and opportunity, and implement relevant action plans to measure improvement
Coordinate with key services organizations in CS to ensure customers have the right services and capabilities to achieve results
Be responsible for the overall culture, and health of your organization, encouraging and supporting the development of your teams
Select talent, develop the team, and drive a positive and collaborative culture that values teamwork and results
Develop measurable and repeatable standard processes and strategies to encourage product adoption, value, growth, renewal retention, and opportunity creation
Use technology, systems and processes to drive consistency, repeatability and scale
Work closely with Sales and Success Operations to ensure alignment on key platforms and technologies that support the business
Define and use key reporting methodologies to understand and represent the business
Maintain the financial integrity of the Key Accounts Customer Management department; expense management, budget changes, approval of transactions, etc.
Deliver key strategic business reviews with key stakeholders
Provide executive and C-Suite level communication and engagement,... For full info follow application link.
DocuSign is an Equal Opportunity Employer. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.
