[Hiring] Senior Onboarding Consultant @Docusign

Role Description

The Senior Onboarding Consultant is a high-energy technical-focused customer advisor responsible for managing a portfolio of customer engagements, driving return on our customers’ investment in the Docusign platform and unlocking further modernization across their system of agreement. This position is an individual contributor role reporting to the Manager, Onboarding.

• Deliver a best-in-class customer onboarding experience which accelerates a customer’s time to first value.
• Drive the onboarding engagement from kick-off to project completion, ensuring outstanding customer experience.
• Discover customer needs and business objectives and tailor solutions that meet those needs.
• Use knowledge around the Docusign platform to identify areas of opportunity to increase customer value.
• Review existing customer workflows to identify areas for optimization.
• Have strong time management and prioritization skills to balance a multi-customer workload.
• Complete customer-facing work through a combination of Zoom calls, phone calls, and emails.
• Track and meet expectations around customer-utilization targets.
• Follow a defined playbook and use required tools to track customer onboarding.
• Interact with customers via verbal and written communication, presenting key information effectively.
• Understand and recommend self-service resources and online trainings that meet customer needs.
• Guide customers in the build and testing of their use case.
• Serve as a thought leader, customer advocate, and partner to Docusign’s customers.
• Enable customers to be self-reliant following their implementation.
• Mitigate risks proactively to ensure timely execution and accelerate “time to live.”
• Manage a high volume of projects and stay up to date with relevant notes, time entry, and project status reporting.
• Engage with multi-functional teams, including Support, Sales, and Product Management, as needed.
• Stay current and consistently improve knowledge on the latest product features and functionality.
• Contribute to the growth and evolution of the Customer Onboarding program by sharing insights.
• Work with customers from both regions; North America and Latam.
• Find creative solutions and troubleshoot product issues.
• Lead and collaborate on side projects within the onboarding team or with customers.
• Assist colleagues and managers with customer issues.
• Help mentor and develop less experienced team members.
• Meet deadlines for customer engagements and deliverables.
• Drive key achievements and outcomes as outlined by the customer.
• Identify gaps that impact the customer experience, document them, and recommend potential resolutions.

Qualifications

• Bachelor’s Degree.
• 5+ years of customer service experience in the Software as a Service Industry.
• Business level proficiency for written and spoken English.
• Fluent or native speaker in Portuguese and Spanish.
• Experience in a customer-facing, advisory, support, or consulting delivery roles.

Requirements

• Strong technical capability and knowledge of adult learning principles, particularly in software.
• Experience implementing, onboarding, or training in the Software as a Service Industry.
• Prior experience using Project Management software or Salesforce.
• Extensive Project Management or Coordination experience with a proven track record.
• Business process reengineering and change management methodology knowledge.
• Prior experience managing adoption, mitigating churn, and driving expansion opportunities.
• Demonstrated ability to identify new, creative ways to drive Customer technology adoption.
• Ability to build effective strategy, both with customers and internally.
• Strong time management and prioritization skills.
• Ability to develop and deliver messages and presentations to technical and non-technical audiences.
• Strong verbal and written communication skills.
• Ability to properly set and reset expectations, and de-escalate situations with customers.
• Active Listening skills to understand the customer’s business problems.
• Ability to make decisions autonomously.
• Agile and adaptable, thriving in a fast-paced environment.
• Creative problem solver that navigates confidently through ambiguity and change.
• Subject matter expertise in an industry, including fluency in regulatory and compliance requirements.
• Strong communication and presentation skills.
• Ability to interact with and influence all levels from individual contributors to executives.

Benefits

• Committed to building trust and making the world more agreeable for employees, customers, and communities.
• Equal opportunity for all team members to succeed and be heard.
• Encouragement to exchange ideas openly and build lasting relationships.
• Opportunity to feel pride in work that contributes to making the world better.