Senior Customer Experience Program Manager, DocuSign
$148-184.8k
Base salary range for applicants based in Colorado
Digitises agreements and automates workflows
Job no longer available
Digitises agreements and automates workflows
1001+ employees
Job no longer available
$148-184.8k
Base salary range for applicants based in Colorado
1001+ employees
Company mission
To accelerate business and simplify life for companies and people around the world.
Role
Who you are
- 12+ years of related experience with a BA degree or 8+ years related experience with a MA degree or PMP certification
- 2+ years in Customer Success field for a SaaS product
- Degree in Business, Computer Science, Mathematics/Statistics, Management Information Systems, or equivalent field
- Customer-focused individual who is generally familiar with Customer Experience methodologies
- Familiar with customer experience surveys
- Experience with creating reports for senior leaders, cross-functional teams, and stakeholders
- Able to influence and manage autonomously across all levels of the business
- Strong time management and prioritization skills with an ability to self-direct
- Someone who thrives in a challenging, fast-paced environment and enjoys working with multiple parts of the business
- Experience working with Voice of Customer / Customer Experience platforms, survey and reporting tools (e.g., Qualtrics, Medallia, SurveyMonkey)
- Experience with Google platform - Google Docs, Google Calendar, etc
What the job involves
- Manage cross-functional initiatives related to Voice of the Customer program to ensure quality completion of objectives and delivery of key results
- Work with the VoC team to prioritize multiple VoC listening posts and track detailed action items to ensure deliverables are on time and within scope and budget
- Provide monthly status reports to team and stakeholders to keep our partners and leadership informed of progress, risks and barriers
- Support the team as we create compelling reports for stakeholders, including executive management, that drive action and improvement to customer experience
- Partner to set goals and KPIs that indicate success of the program, and track performance toward KPIs
- Provide thought leadership regarding customer experience - we are a team that values input from all our team members
- Set and manage meetings and schedules with stakeholders. Capture, track and communicate follow-up actions
- Lead VoC team meetings to review, update and refine actions and project schedules
- Identify areas for VoC process improvement, and lead continuous improvement of our team’s processes
- Capture and keep up to date a list of our stakeholders for each project, as well as potential future partners across the company
- Manage our documents storage design and infrastructure, which is critical as we continue to grow our VoC outreach across the company
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.
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