Engagement Manager

Customer Success | Sao Paulo, Brazil- Flex

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

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.

This position

DocuSign is the leader in electronic signatures. We are looking for an Engagement Manager to join our Customer Success team. The Customer Success team is responsible for all elements of customer success including: digital transformation strategy, adoption best practices, implementation services, education and support. The Engagement Manager team fulfills the role of a trusted advisor to sales and customers with a deep understanding of end-to-end professional services. They have the ability to understand a customer’s needs, convey steps that customers can take to be successful, recommend best practices in deploying software, and align the right services to promote successful customer outcomes. The Engagement Manager partners closely with the field sales team and supports their deals through the alignment and selling of services. Engagement Managers are the conduit between Sales and Customer to ensure the downstream teams area prepared to support the services that are sold during the sales cycle.

This position is a quota bearing Individual Contributor role reporting to the Director of Engagement Management in LATAM and is designated Flex.

Responsibilities

• Develop strong relationships with Field Sales, Customers, Customer Success, and Operations to ensure alignment and partnerships to support global field sales through services selling.
• Quickly engage in a selling cycle, align to the sales team’s account and deal strategies and pitch the appropriate services to support customer outcomes.
• Communicate technical concepts in business or technical terms.
• Aptitude to scope services, propose and recommend approaches to customers, and estimate work effort to develop a Statement of Work.
• Understanding of services and what outcomes are achieved when each type of services are leveraged by customers.
• Understanding of project methodologies (Agile, Hybrid, Waterfall) and ability to communicate the differences of each as well as how the projects are managed in each approach.
• Partner with Customer Success to ensure appropriate knowledge transfer is conducted once a deal is sold and to support the team when challenges arise.
• Anticipate problems and recommend innovative solutions; achieve customer satisfaction through the sale of sound consulting projects.
• Ability to hit quotas each quarter. This is a quota-carrying Consulting Sales role.

Basic qualifications

• 5+ years of experience in an enterprise level software consulting or services sales role
• Bachelors’ Degree
• Must have a background in consulting as a consultant

Preferred qualifications

• Proven track record for attaining and exceeding annual quota
• Ability to collaborate with sales to build and execute complex account strategies and sales plays
• Ability to scope and estimate projects and drive contracts and deals to closure.
• Understanding of enterprise development lifecycle (Agile, Hybrid, Waterfall) and ability to communicate the differences of each as well as how the projects are managed in each approach
• Knowledge of SaaS and Cloud-based offerings
• Knowledge of large, global field organizations and customers
• Collaborative and open to support the team on deals, processes, and share skills of how to be most productive as an Engagement Manager
• Excellent team building, verbal and written communication skills as well as reporting and presentation expertise

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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