Manager, Adoption Consulting - Customer Success
Customer Success & Support | Seattle, Washington

DocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you'll be loved by us, our customers, and the world in which we live.

The Team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts - in professional services, customer success management, learning and enablement, and customer support - you'll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

The Position
The Adoption Consulting manger is a manager of people and is responsible for leading a team that executes adoption motions for DocuSign customers, including onboarding & post-onboarding engagements. The leader provides oversight and direction to ensure their team's customers achieve specific business results and maximum value from their DocuSign product(s). Team and people management is critical and a must have. The Adoption Consulting manager creates a nurturing, supportive, collaborative and performance-based culture and work environment while driving results in a fast-paced environment. Additionally, the Adoption Consulting leader drives cross functional collaboration, including Digital Customer Success, Marketing, Sales, Professional Services, Product, Education and/or Support to ensure maximum adoption rates for our customers and partnership across teams. The Adoption Consulting team drives outcomes related to usage / engagement and plays a key role in identifying new opportunities for driving adoption with our customers. Adoption Consulting Manager tracks & manages the team around key success metrics for the business to ensure the business is driving positive outcomes for our customers, including adoption, time to usage, usage volume and overall customer success. The Adoption Consulting Manager also manages key performance goals and metrics for the team including individual development plans and individual goals.

This position is a People Manager and reports to Director, Adoption Consulting Team.

Responsibilities
* Manage team and individuals while establishing goals, expectations, individual and team performance. Cultivates a strong customer first focus. Remove barriers and help the team to execute against program strategy. Foster growth & enablement of individuals aligned to future goals of organization.
* Inter-departmental Collaboration - Strong influencing skills and the ability to work across a matrix is imperative. Engage, influence and advocate outside their direct area of control is critical.
* Operations/Analytics - Strong operational and programmatic capabilities to ensure programs scale. Define outcomes for the team, tracks and measures results and reports out on success and opportunities.
* Strategic Planning - Support the direction of the business. Collaborate with peer leadership and drive key cross-functional business initiatives to help drive new programs and improvements in the business.
* Project planning & delivery - Oversee the resource and project planning for their team. Ensure their team is delivering exceptional programs that meet/exceed customer expectations. Manage to utilization/productivity goals.

Basic Qualifications
* BS/BA degree required
* 5+ years of people management with experience in customer success, account management, consultative sales and/or business consulting, preferably within a SaaS model.
* 7+ years of experience working at a technology company, preferably within a SaaS model

Preferred Qualifications
* Knowledge and skills around how to use data and analytics to drive adoption
* Previous experience building teams at scale in a high-growth environment
* Proven ability to influence senior leadership
* Capacity to work on cross-functional projects
* Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented
* Experience using Salesforce

* Previous experience managing in a metrics-based organization

* Excellent communication & presentation skills, both verbal & written
* Demonstrated experience with project planning and delivery
* Previous experience with Public Sector vertical (not required)

At DocuSign, we measure our success by our customers' success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization so we can improve the user experience and make it one that consistently exceeds expectations.

About DocuSign
DocuSign is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital. Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.
DocuSign is an Equal Opportunity Employer. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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