Technical Expertise Manager
Customer Support I Seattle, WA or San Francisco, CA or Chicago, IL or Dublin, Ireland

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 agreeable 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 Technical Expertise Manager (TEM) will provide subject matter expertise of the DocuSign Agreement Cloud (DAC) for a dedicated support channel of Experts. They will ensure that the Global Support Team is ready to support DocuSign products associated with the support channel, and that helpful resources exist for both internal Support Experts and customers. They will be responsible for cultivating strong relationships with Product, Engineering, and other teams to ensure that technical knowledge is effectively transferred throughout the Global Support Team. Effectively partnering across the organization is essential to ensuring Support Experts have the right information to support our customers.

Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact. TEMs focused on the Sign portion of the DAC will work closely with the Support Delivery Team to prioritize enablement efforts that ultimately improve internal expertise and support outcomes for customers using DocuSign products and features to sign electronically. Leveraging feedback and data insights to identify opportunities for the creation and delivering of effective technical enablement content will be critical to accelerate the efficient handling of customer support interactions. To be successful, DocuSign customers need to have access to effective and timely self-service resources. Support Experts must also have easily accessible and technically accurate information, along with targeted training to understand the customer experience. The TEM plays a key role in ensuring the success of both Customers and Support Experts by identifying and addressing these needs.

This position is an individual contributor role reporting to the Sr. Manager, Expertise Management and is designated Flex.

Responsibilities

• Design advanced technical learning and enablement content for a team of Global Support Experts
• Lead channel release enablement efforts in partnership with Support Readiness - Release Manager to ensure that the team is prepared for product changes before they impact customers
• Develop and manage Expertise Management programs to improve team knowledge and development for assigned channels
• Create internal and external self-service resources
• Evaluate existing processes and procedures, design and recommend changes, and drive process improvement and adoption of best practices to improve efficiency and effectiveness
• Challenge the status quo and foster shared understanding, transparency, autonomy, innovation and continuous learning
• Develop and manage cross-departmental relationships to improve the pipeline of information including designing and leading cross-departmental meetings related to technical channel(s)

Basic qualifications

• Bachelor’s degree or higher
• 1+ years experience working directly with SaaS customers
• 2+ years experience creating and delivering technical training and/or coaching front line support in a support environment
• 2+ years experience in technical writing for a support audience
• 3+ years experience working directly with customers and/or supporting front line staff as part of a support delivery organization
• 1+ years experience working cross-departmentally with product teams
• Experience making data-guided decisions
• DocuSign administrator certification or equivalent experience supporting the eSignature product
• Experience with and understanding of SQL database structures
• Experience with case management platforms and product issue management tools

Preferred qualifications

• Bachelor’s degree or higher in Computer Science
• Experience with Salesforce as a case management platform
• 1+ years experience with JIRA as a product issue management tool
• Project Management certification or equivalent experience
• 3+ years experience as a DocuSign user and as a DocuSign administrator
• 5+ years experience creating and delivering technical training and/or knowledge content in a support environment
• 7+ years experience working directly with customers and/or supporting front line staff as part of a support delivery organization
• BA in English and/or certification in technical writing
• University degree or certification in Instructional Design
• HDI Certification or equivalent
• Six Sigma, CQPA/CQIA, CMQ/OE certification or equivalent experience
• 1+ years Program Management experience
• 1+ years Quality Assurance experience
• Proven experience using data to tell a story
• Proven experience coordinating partners in a global environment
• Outstanding presentation skills
• Ability to research, organize, create, and maintain clear, concise documents
• Ability to effectively prioritize critical needs, manage ambiguity and multiple responsibilities in a fast-paced changing environment

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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