Senior Field Enablement Manager – Customer Success
Customer Success | San Francisco, CA or Seattle, WA or Chicago, IL

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
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.

This position
Build content. Measure Impact. Transform our business. At DocuSign, we are serious about designing and delivering training that is engaging, instructionally sound, and conceived to produce measurable results. We are looking for a Senior Enablement Manager to join our Field Enablement team, with a focus on supporting the readiness and effectiveness for several roles across our Global Customer Success Organization. The ideal candidate will have a background in learning theory, instructional design, Active Learning techniques and/or has experience in Customer facing roles. You’ll collaborate closely with other leaders and subject matter experts within Customer Success, Business Development, Operations, Product Marketing/Customer Success Marketing, and Product Management. Your input will infer, and shape business processes and your output will ensure optimal retention and execution capabilities across several roles in the Customer Success organization.

This position is an individual contributor role reporting to the Director of Customer Success Enablement Programs and is designated Flex.

Responsibilities

• Partner with leadership to identify and prioritize product and process related enablement requirements by delivery partner type and region
• Team with internal stakeholders to define skill gaps, desired outcomes, and success criteria
• Collaborate with the enablement team to design, implement, and deliver enablement programs
• Collaborate with enablement leadership to define, organize, track, and manage effectiveness measures that are used to summarize the value of our enablement programs
• Create, maintain, and share program management dashboards that define and communicate task, timeline, and status of active projects with the rest of the organization
• Deliver sessions focused on key Customer Success capabilities and Service offerings to our Sales organization to help increase awareness and attach
• Create knowledge checks and write questions that assess retention and ability to execute on the training content
• Forge and maintain professional relationships with various stakeholders across the organization
• Triage requests and support focused output. Know when to stop development
• Maintain the culture and internal brand of the Global Enablement organization

Basic qualifications

• BS or BA degree
• 8+ years of field enablement experience and/or field experience with focus in Customer Success or Customer Experience within B2B SaaS organization
• Experience using LMS, CMS, and learning authoring systems
• Visual design (Photoshop, Indesign, Illustrator) and storyboard experience
• Experience developing effectiveness measurement programs
• Experience using analytics solutions (e.g. Qlik, Tableau)

Preferred qualifications

• A driving passion to make learning interactive, fun, and impactful
• Execute in a rapidly moving, phased-based development environment
• Technical aptitude

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About Us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on 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, or any other legally protected category.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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