Professional Services Technical Consultant (Implementation Services)
Customer Success I Cairo

Closing date: 15 May

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 DocuSign Professional Services team manages customer implementation and integration projects. We are expanding this world class Professional Services organization that already has a proven track record of working with Fortune 500 IT departments, system integrators, independent software manufacturers and open source communities.

The goals of the Product Consultant (PC) are to provide product recommendations/configurations, provide technical and business use expertise for our Web and pre-connected Applications, understand data and network security and ensure proactive communication to DocuSign’s global set of clients. The PC will manage enhancement requirements, escalations and will have the capability to understand business requirements, designing tailored solutions to meet those needs.

The PC drives projects to completion by anticipating the needs of the clients and ensuring the alignment of the internal and external teams focused on the implementation.

This is an Individual Contributor role, based in Cairo but supporting global customers/accounts. This role reports to the Professional Services Manager.

Responsibilities

• Consistently deliver on-time and on-budget collaborative engagements to our customers that provide continuous improvement via impactful solutions which result in highly referenceable accounts enabling strong adoption, renewal and upsell

• Successfully plan, organize and manage all tasks, project decisions, escalations, and prioritizations of an engagement to ensure customer satisfaction. This includes developing technical solutions to address client needs and tracking to long term customer objectives, success criteria and milestones

• Build strong relationships with customer admins and Center of Excellence, acting as a trusted expert consultant on how to leverage the Agreement Cloud platform across their business using best practices

• Collaborate with the DocuSign team to proactively uncover additional customer needs and support documenting client requirements and expectations

• Meet all Professional Services team success criteria including utilization target, customer satisfaction score and financial requirements

• Produce and manage client-facing documentation per DocuSign’s implementation methodology

• Potential and willingness to provide services coverage for North American or Asia Pacific time zones

Basic qualifications

• Experience of working directly with business/customers to understand business needs and applying technology solutions in line with individual requirements

• Experience of consulting/ leading implementation / solution architecture development / business analysis in Software or Software-as-a-Service industries

• Demonstrated software development, advisory and consultative expertise, specifically with SaaS technologies including XML and Xpath

• Product/custom engineering development experience, working with code (C++, C# or Java etc.), with SaaS products/platforms

• Fluent in written and spoken English

Preferred qualifications

• Ability to drive customer towards productive utilization & ability to uncover additional customer needs

• Understanding of document/content management and/or workflow systems and their application to business process improvement

• Experience implementing workflow/BPM software (e.g. Lombardi, Pega, K2, Skelta), software (e.g. Salesforce.com, Documentum, FileNet, MS SharePoint)

• Outstanding writing and verbal communication skills

• Proven track record of delivering projects/products to market within budget

• Experience with .NET, C#, JavaScript or other structured languages

About DocuSign
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 makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate with regards to any legally protected characteristics.

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.