Adoption Consultant
Customer Success | Remote - US

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
The Adoption Consultant is a high-energy strategy-focused customer advisor responsible for managing a portfolio of customer engagements, driving return on our customers’ investment in the DocuSign Agreement Cloud and unlocking further modernization across their system of agreement. As part of the Post-Onboarding team, the Adoption Consultant will provide strategic adoption-focused consulting including: enablement, new use case identification, optimizing existing use cases and workflows along with guiding and advising on core functionality and features beyond the fundamentals, and the art of what is possible. The high-visibility Post Onboarding Program is chartered with supporting customers across their entire journey with DocuSign based on customer condition, aligning the right adoption plays at the right time to ensure continued increase in usage. Working with resources across the Customer Success organization and DocuSign, the Adoption Consultant helps customers realize business results by serving as the post-sale conduit for our customers.

Critical in this role is a passion for customers, professional maturity, technical fluency, excellent communication and presentation skills as well as the ability to enable customers to adopt change while driving to key deliverables.

This position is an individual contributor role reporting to the Manager, Adoption Consulting and is designated Flex.

Responsibilities

• Enable customers to configure solutions for our Web and pre-connected applications by providing product expertise and solutioning guidance
• Develop solutions to address client needs that track to customer objectives, success criteria and implementation milestones
• Translate complex solutions and technical concepts to customers
• Discover customer pain points, needs and business objectives
• Serve as a thought leader, customer advocate and partner to DocuSign’s customers
• Build relationships and gain consensus with key customer stakeholders
• Liaise between customer and internal teams at DocuSign
• Identify opportunities for adoption growth across business units
• Identify customer resource requirements and dependencies and address gaps
• Review existing customer workflows to identify areas for optimization
• Establish strategic guidance
• Provide best practices and strategies
• Stay current on product features and functionality, platform changes (DocuSign Agreement Cloud) and partner technologies by attending enablement sessions, product release meetings and other enablement activities to improve product knowledge
• Utilize knowledge around the DocuSign Agreement Cloud to identify areas of opportunity to expand a customer’s portfolio of products
• Find creative solutions and troubleshoot product issues
• Use online and internal resources to enable the customer on product functionality
• Collaborate and communicate with cross-functional teams, including Product Management, to drive successful customer outcomes and product adoption
• Manage a large portfolio of customers to meet defined success metrics, and stay up to date with relevant notes, time entry and project status reporting

Basic qualifications

• BA/BS degree or equivalent work experience
• 2+ years recent experience in a customer facing, advisory or consulting delivery role
• 1+ years of SaaS experience

Preferred qualifications

• Project management, business process reengineering and change management methodology knowledge and/or first-hand experience
• Demonstrated ability to identify new, creative ways to drive customer technology adoption and usage
• Prior experience managing adoption, mitigating churn and/or driving expansion opportunities across the entire customer lifecycle
• Ability to build effective strategy (both with our customers and internally) and couple it with execution
• Demonstrated ability to manage a high volume of customer engagements and projects simultaneously in a pooled resource model
• Ability to interact with and influence all levels from individual contributors to executives
• Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
• Experience working within Salesforce or other relational databases
• Demonstrated ability to develop understanding of software use and application
• Strong communication and presentation skills

Based on Colorado law, the following details are for Colorado individuals only: Colorado hourly pay range: $29.28/hour - $38.08/hour and eligible for bonus, equity and benefits at https://www.docusign.com/company/benefits.

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 more than a billion users in over 180 countries use the DocuSign Agreement Cloud 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 accommodation, you may contact us at accommodations@docusign.com.

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