Director, eSign Channel Management

Job Description

Director, eSign Channel Management
Customer Success | Remote - US

If this position is eligible for remote employment in the US, the employee can work remotely in all but the following states: Alaska, Colorado, Hawaii, Iowa, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible. Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.

The position
The Director of eSign Channel Management is responsible for a successful proactive and reactive customers and partners support experience. A successful support experience requires the orchestration of internal and external resources, processes, people, and tools. The Director of eSign Channel Management is responsible for an organization of 40+ people around the globe consisting of different technical levels of Technical Support and vendors who must resolve customers issues and incidents while providing best practices and recommendations to customers and partners on how to use DocuSign platform, or any of the platform components including variety extensions. This role will also play a critical role on the evolution of Support to meet the company’s long term vision.

This position is a people manager role, reporting to the Senior Director of Enterprise Support and is designated Flex.

Responsibilities

• Set strategy to deliver eSign technical support based on automation and data
• Perform organization set up, manage, and attract great technical talent
• Manage multiple teams’ performance for support delivery activities
• Meet or exceed customer satisfaction and efficiency targets
• Leverage data, machine learning, automation, tools, knowledge and partnerships to deliver an optimal customer support experience for reactive and proactive technical support and to contribute to customer success
• Partner across organizations, peers and with external partners, to jointly deliver support or to deliver support through other companies (SAP, Salesforce, extensions partners) and to evolve support
• Lead the relationship with Engineering to provide customer input, hold teams accountable for timely bug resolution

Basic qualifications

• 10+ years of experience running, or as part of a support delivery organization
• 5+ years in organization leadership and management roles with strong ability to articulate strategy, lead implementations and change
• 3+ years in the cloud and/or SaaS industry including the use of data and tools (automation) to enable customer success and operational scenarios
• 2+ years in a customer facing roles preferable as part of a consulting or support organization
• 2+ years of experience working with partners and vendors in a join delivery or delivering via a partner
• Bachelor’s degree or higher in a computer, data or information technology

Preferred qualifications

• Proven experience leading and managing situations or incidents under high pressure with the ability to negotiate win/win outcomes
• Proven experience operating in an organization with a global footprint
• Experience with machine learning modeling to optimize systems and processes is desirable
• Experience on Agile methodologies

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $147,800 - $208,775 and eligible for bonus, equity and benefits.

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on 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, or any other legally protected category.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at [email protected].

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