[Hiring] Supervisor, EMEA Customer Onboarding @Docusign

Role Description

The Customer Onboarding Consulting Supervisor is responsible for leading a team of 8 consultants while supporting the Manager in executing the strategy established by the EMEA Customer Enablement Leader. This role focuses on operational excellence, team development, and maintaining high performance standards.

• Conduct regular 1:1s and team meetings to maintain engagement and alignment with team members
• Monitor daily team performance against KPIs and supports individual contributors in achieving their goals
• Foster a collaborative and supportive team environment while maintaining focus on results
• Serve as first point of escalation for team members on customer and operational issues
• Coordinate with the Manager on resource allocation and project distribution across the team
• Assist in onboarding and training new team members
• Identify coaching opportunities and provides real-time feedback to develop team capabilities
• Maintain team documentation, playbooks, and best practices
• Track team metrics and provides regular updates to the Manager on performance and opportunities
• Handle day-to-day customer escalations and coordinates resolution with team members
• Identify process improvement opportunities and implements approved changes
• Ensure consistent service delivery standards across the team
• Facilitate knowledge sharing sessions and team development activities
• Partner with cross-functional teams to resolve customer issues and improve processes

Qualifications

• BS/BA degree or equivalent experience
• 2+ years of leadership, supervisory experience, or demonstrated leadership in a customer success/consulting or project management environment
• 2+ years of experience in customer success, onboarding consulting, or business consulting within a SaaS model
• Experience coaching and developing individual contributors
• Proven ability to drive team performance and meet targets
• Experience working in a technology company, preferably within a SaaS model
• Experience managing remote team members across different locations
• Fluency in written and verbal English
• Experience with Salesforce and basic reporting/analytics tools

Requirements

• Strong operational and organizational skills with ability to manage multiple priorities
• Experience as a Principal or Senior Onboarding Consultant
• Experience leading projects or initiatives without formal authority
• Strong problem-solving skills with ability to handle ambiguous situations
• Excellent communication skills for both team and customer interactions
• Demonstrated ability to influence and collaborate across teams
• Track record of contributing to process improvements
• German, Dutch, French, or Spanish as a second language
• Experience with Tableau or similar analytics platforms
• Ability to guide, motivate, and develop a team of consultants
• Commitment to ensuring exceptional customer experiences through the team
• Clear and effective communication with team, management, and stakeholders
• Ability to quickly assess situations and coordinate appropriate solutions
• Flexibility to adjust to changing priorities and business needs

Benefits

• Working at Docusign is about 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.
• Contributions help make the world better, fostering pride in the work done.