21 Warren St
Customer Success Manager - Consulting Services - New York, New York, Boston, Massachusetts, Philadelphia, Pennsylvania
The (High Touch) CSM is a strategic customer advisor that is responsible for a portfolio of companies; ensuring their lifetime value and usage of DocuSign. Working closely with key cross functional teams including sales and professional services, the CSM will define, develop and execute effective customer adoption strategies that support their specific industry, use cases and business outcomes. This role supports DocuSign's strategic imperative to accelerate customer adoption, product and platform use, and time to value.
The CSM serves as a key post-sale resource for customers. Using in-depth knowledge of the customer, their industry and specific use cases, with DocuSign Agreement Cloud experience (functional and technical) to increase consumption and ultimately help customers derive key business outcomes. The CSM is able to discuss and advise on core functionality and features beyond the fundamentals, and the art of the possible. As part of a core account team, the CSM helps the customer achieve specific business results and maximum value. Working with resources across the Customer Success organization and Sales, the CSM may recommend a myriad of complimentary and for fee solutions to help customers realize results.
This position is an Individual Contributor and reports to the Manager of Customer Success.
Success Plan Creation & Measurement (30%)
Development and Execution of Success Plans, in collaboration with Sales, for their designated portfolio of accounts. Responsible for gaining consensus with key customer stakeholders on objectives and desired outcomes.
Increase usage forecast and actuals - mitigating churn, increasing \"propensity to upsell\" and expand usage of the platform
Measure the results of executed strategies to determine their efficacy in helping drive higher customer adoption; Provide cross-functional (Customer Success, Engineering, Sales) input into thematic opportunities for adoption improvement
Provide Adoption-related insights and readouts of specific customer outcomes and ROI to support ongoing QBR's, business reviews, and account renewals
Driving Execution of Success Plans (50%)
Drive \"Success Plan\" execution and associated customer interactions within assigned portfolio/segment
Coordinate and marshal internal resources and capabilities to support the success plan and ensure a positive customer outcome
Ensure customer resource requirements and dependencies are identified and any gaps are addressed with stakeholders to keep the program on track.
Sales/Support alignment and engagement (20%)
Collaborate and communicate with Sales/Support to ensure alignment on plans, drive transparency of current execution states for the assigned portfolio and any changes or updates to customer's overall status.
Data Analytics: Background in leveraging analytics through a variety of tools to inform and execute strategies & playbooks by customer segment to better product adoption.
DocuSign Product Aptitude: Strong understanding, beyond fundamentals of product / platform features and capabilities, common customer applications, and solution marketecture.
Industry Expertise: Use Industry/Vertical experience to proactively identify and recommend solutions that assist the customer with adoption of their use cases. Support customers meeting their specific business objectives.
Interpersonal Skills: Strong verbal and written communications skills. The ability to interact effectively at all levels of an organization and cross functionally; influence and advocate on behalf of the customer.
Strategic Thinking: Think strategically and identify creative solutions to meet customer needs and opportunities. Product changes should be a last resort to solving a requirement gap.
Flexibility: Ability to anticipate change and proactively adjust priorities and strategies accordingly. Ability to work both in a team, and independently, to make the best decisions for our customers.
5+ years of experience in a related SaaS customer success, professional services, or account management capacity.
5+ years working directly with customers to provide exceptional customer experiences.
Bachelor's degree or higher in a relevant field preferred.
Deep subject matter expertise in at least one 1 industry. This should include fluency in any regulatory or compliance requirements unique to that vertical.
Proven customer success professional with strong ability to articulate vision, strategy, and plans. Work in matrixed environments to drive achievement of adoption, retention, and upsell objectives.
Experience with enterprise platforms such as ECM/Document Management/Contract Management or BPM systems (e.g. Documentum, OpenText, K2, Apttus, iCertis, SpringCM) and Salesforce.com, preferred
Ability to interact with and influence all levels, from individual contributors (ie. System Administrators) to leaders (ex. Executive Sponsors)
Above-average communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
Self-motivated, highly collaborative, creative, goal-oriented and team-centric.
Demonstrated organizational and operational skills that allow you to manage and support customers at scale.
Customer Success & Support @ DocuSign
At DocuSign, we measure our success by our customers' success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization, so we can improve the user experience and make it one that consistently exceeds expectations.
DocuSign? is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital. Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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