Senior Technical Customer Success Management Manager, DocuSign
Digitises agreements and automates workflows
Job no longer available
Digitises agreements and automates workflows
1001+ employees
Job no longer available
1001+ employees
Company mission
To accelerate business and simplify life for companies and people around the world.
Role
Who you are
- 8+ years of related experience in Support
- 5+ years of experience in a management or supervisory role
- Experience with collaborating with internal teams, such as Sales and Customer success, to drive effective outcomes for customers
Desirable
- Customer Support and Account management experience with a software and/or services company
- Proven technical acumen and the ability to problem-solve issues
- 5+ years of experience managing or working in an Enterprise/Strategic Customer Support environment
- Knowledge of systems and tools used in the Support organization such as Salesforce.com
- Proven team builder and passionate about customer successes, employee satisfaction, and continuous improvement
What the job involves
- Proactively manage the team driving career paths, improvement plans and technical learning
- Partner with Support Management on escalations, incidents and customer communications
- Assist team in problem evaluation and resolution and recommend courses of action as required
- Achieve performance metrics monthly while determining how to continuously improve the customer experience
- Represent Customer Support cross-functionally with the Product, Engineering and Operations organizations
- Discern when and how to keep interdepartmental leadership informed of potential customer problems
- Evaluate, recommend, implement, and maintain customer support and service applications and tools
- Assist in the development of new policies and procedures as needed and communicates to/with team(s), as appropriate
- Drive team engagement, commitment, and excitement
Our take
Founded to combat the disconnected process of manually signed agreements, DocuSign is most famous for pioneering the use of the e-signature. However, the company now sees itself as much more than just facilitating online signatures.
The company now offers a cloud-solution package with multiple agreement-related services. DocuSign believes that it can outperform Adobe and other competitors due to the software's compatibility with other business tools.
Moving forwards, DocuSign is continually looking to push for development of their core services, and focus on expanding international operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
May 2015
$278m
SERIES F
Oct 2014
$30m
SERIES E
Total funding: $512.2m
Company benefits
- Generous Paid Time Off
- Paid Volunteer Time Off
- 6 Months Paid Parental Leave
- Paid Bereavement Leave
- Total Rewards Compensation which includes equity grants
- Pre-tax and Post-Tax Retirement Benefits/Pension
- Comprehensive Health Benefits (free for employees; 50% paid coverage for dependents)
- Wellness Benefit
- President’s Club (Sales)
- Employee Referral Bonus Program
- Educational Assistance ($5,000 annually)
- Plentiful snacks and refreshments
- Learning and development opportunities and resources
- Management Development programs
- DocuSign University certification
- Work from home opportunities
Company HQ
The East Cut, San Francisco, CA
Leadership
Dan Springer
(CEO, not founder)Thirty years of experience as a C-Suite executive in he Software-as-a-Service (SaaS) industry. Originally a consultant at McKinsey with an MBA from Harvard University.
Share this job