Remote Technical Customer Success Manager at DocuSign
Job Description
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.
What you’ll do:
The Technical Customer Success Manager (TCSM) is the primary technical contact for accounts that have Enterprise Premier Support and are entitled to a designated support engineer who is an expert in their use cases, implementation and installation. The TCSM maintains all aspects of the technical relationship from troubleshooting possible issues, filing and advocating for enhancements, partnering with engineering & sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer. The TCSM will handle all of their customer’s cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, leading sensitive and business critical issues impacting either the customer’s business or impacting DocuSign’s relationship with the customer, and doing everything possible to bring a speedy resolution to the issue.
This position is an individual contributor role reporting to the Manager, TCSM.
Responsibility:
- Own the primary technical relationship with our Enterprise Premium Support customers
- Arrange, broker and arbitrate particular meetings between the customer and DocuSign
- Represent their customer’s technical needs to DocuSign, and DocuSign’s offerings to their customer
- Cultivate the technical relationship and communication with Enterprise Premium accounts
- Drive resolution of complex production issues, including escalation, system testing, strategy sessions and distribution of knowledge throughout the company
- Acquire and maintain knowledge of existing systems and new systems in order to deliver accurate assistance and training to customers and CSR Team
- Act as a trusted technical advisor for DocuSign products and advanced DocuSign features, such as our APIs, DocuSign Connect, Powerforms, Templates, Embedding Signing Interface with internal groups for problem resolution and issue escalation
- Act as the liaison and customer advocate inside DocuSign
- Ensure consistent delivery of all Enterprise Premium Support program components
- Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.g., monitoring overall queue statues)
- Contribute to Sales’ ability to sell Enterprise Premium
- Support and identify upsell opportunities and new use cases
- Advocate and evangelize the Enterprise Premium Support program
- Travel as necessary (10-20%)
Job Designation:
Remote:Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.
Positions at DocuSign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within DocuSign. DocuSign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.
What you bring:
Basic:
- 5+ years of experience in technical customer support with some experience as senior team member or as a web developer
- Bachelor’s Degree
- Oral Fluent Portuguese and English
Preferred:
- Knowledge of DocuSign product preferred Understanding of desktop operating systems including but not limited to Microsoft Windows and Apple OS Experience using Salesforce.com a plus
- Knowledge of web services, C#, PHP, Java or Ruby preferred Understanding of HTML, JavaScript, CSS, XML, REST and SOAP API a plus
- Web Development experience a plus Familiarity with Mobile Applications
- Understanding of Software as a Service
- Ability to identify and submit product enhancement requests
- Ability to navigate and troubleshoot in ticketing systems, Bug submission and other support systems
- Passion for business, technology and customers
- Excellent written and oral communication skills
- Exceptional analytical problem solving and troubleshooting skills
- Strong presentation skills
- Proficient in handling multiple competing priorities simultaneously
- Strong account management, cross-group collaboration, and negotiation skills
- Outstanding interpersonal skills and conflict management skills
- Quickly develops rapport and credibility
- Self-motivated, able to work independently, and welcoming to challenge Ability to lead others