[Hiring] Strategic Customer Success Account Manager @Docusign

Role Description

The Docusign Strategic Customer Success Account Manager (CSAM) is a high-impact, multi-faceted position, responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The Strategic CSAM serves as a customer adoption advisor, driving a return on our customers’ investment in Docusign and unlocking further digitalization. This position is an individual contributor role reporting to the Director, Japan Commercial CSAM & Success Hub.

• Prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key stakeholders and mapping our customers to our executives as measured by renewal outcomes.
• Achieve financial and strategic revenue, bookings and billings targets.
• Accurately maintain/update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies, up to and including Executive Engagement.
• Own and execute win/win negotiation strategies for Docusign’s strategic renewals while protecting and enhancing customer trust.
• Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product and we are aligned with our customers' primary objectives.
• Accountable for the full adoption strategy, leveraging key stakeholders across the Docusign ecosystem to deliver holistic paths for success.
• Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns.
• Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts.
• Discuss and advise on core functionality and features beyond the fundamentals, and is able to effectively communicate the art of what is possible.
• Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption & deployment.
• Maximize account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable.
• Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign.
• Occasional travel to build customer relationships and improve overall partnership (up to 10%).
• Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting.
• Ad hoc duties as directed by management.

Qualifications

• 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings.
• Strong contract negotiation skills with experience driving high value contracts to completion on-time.
• Experience with quota-carrying roles and proven history of meeting key performance indicators.
• Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations.
• BA/BS degree or equivalent work experience.
• Fluent in Japanese.
• Intermediate English Level.

Requirements

• Experience with leading an adoption strategy across organizations, serving as a change agent for the customer.
• Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level.
• Ability to interact with and influence all levels from individual contributors to executives.
• Ability to react and adapt to potential rapid shifts in priorities.
• Strong level of urgency, organization and prioritization skills.
• Salesforce experience.
• Excellent written and verbal communication skills.
• Ability to conduct value analysis around ROI.

Benefits

• Paid Time Off: earned time off, as well as paid company holidays based on region.
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement.
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment.
• Retirement Plans: select retirement and pension programs with potential for employer contributions.
• Learning and Development: options for coaching, online courses and education reimbursements.
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events.