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[Remote] Dynamic Customer Success Advisor
Note: The job is a remote job and is open to candidates in USA. Docusign is a leader in e-signature and contract lifecycle management, serving over 1.5 million customers worldwide. They are seeking a Dynamic Customer Success Advisor to enhance customer satisfaction and engagement through effective account management and collaboration with internal teams.
Responsibilities
- Work at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention
- Keep on top of a queue of incoming tasks while understanding how to prioritise
- Collaborate with internal teams to respond to customer communications
- Provide insightful answers and clear SLAs, if necessary, open a support case or escalate internally any existing technical issues or account concerns
- Partner with internal teams to recommend the most efficient way for customers to exceed their goals using the Docusign platform
- Be a voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations
Skills
- 2+ years of related experience
- Fluency in written and spoken English and French
- Experience creating and delivering on a product roadmap
- Experience managing a large book of business and using data to develop a strategy
- Experience collaborating with cross-functional teams in defining adoption strategies and playbooks
- Experience in scalable technology adoption strategies
- Experience driving value through the full customer lifecycle
- Focused on addressing customer needs, including defining and driving successful delivery of customer enablement solutions
- Highly collaborative, creative, goal-oriented and team-centric
- Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives
- High level of resilience and a positive attitude when faced with a challenge
- Passionate about technology with a solution-centric mindset
- Ability to break down technical enablement into easy to follow steps
- Examples of results converting strategy to execution
- Strong data analysis and creative problem-solving ability, with a natural curiosity around the client's business needs
Benefits
- Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures.
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