Director, Professional Services
Customer Success | Tokyo, Japan

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 Director, Professional Services will have responsibility for the success of client engagements performed by their team and aligned to accounts within their region. This is a strategic delivery position with the skills and experience to oversee our largest, most strategic customer engagements as well as manage a high performing team of consulting personnel spanning project management, business process consulting, customer success architects and solution architect roles to ensure successful project delivery and customer outcomes. This role will be closely aligned to the field and will work in concert with the Account Executives, Account Managers, Sales Engineers, Customer Success Managers and Engagement Managers to execute key account strategies. The Director, Professional Services provides the leadership and oversight to ensure that services solutions are well defined, properly positioned and expectations are properly set to ensure successful project outcomes for our customers. Lastly, the Director, Professional Services will build and scale their team to include the skills and capabilities for Customer Success to enable our customers to not only expand their usage of the DocuSign platform but develop modern systems of agreements that accelerate business.

This position is a management position and reports to the Director, Professional Services, APAC.

Responsibilities

• Senior level management and oversight of Professional Service delivery. Initial customer point of contact outside of the day-to-day project team.
• Responsible for delivery quality (according to Statements of Work) and managing customer escalations.
• Managing seamless interoperability with adjacent functions – Engagement Management (Services Sales), Account Management and Partner Management.
• Directly manage a team of individual contributors ranging across Project Managers, Product Consultants, Solution and Customer Success Architects providing career path guidance as well as performance management.
• Collaboratively manage the daily project staffing of resources to ensure team members are highly utilized and well matched to projects that fit their skills and strengths.
• Recruiting and hiring the right mix of resources to execute on the Agreement Cloud vision as well as client project demands.
• Onboard new team members and oversee initial training as well as ongoing learning and certification activities.
• Coach and guide individual contributors at all stages and levels for improvement opportunities with a focus on developing a well-rounded and high performing team
• Work collaboratively with Professional Services leadership to develop and maintain the project and customer strategies as the product continues to evolve
• Work with the team and customers to understand what works and what needs improvement on a continuous basis
• Ensure the PS organization is applying best in class delivery models resulting in high customer satisfaction and customer adoption.
• Inspire the delivery team to find better more effective ways to deliver results for our customers
• Manage the ongoing deepening and up-leveling of skills required to support the Agreement Cloud Strategy.
• Ensure CSAT is captured for each delivery and customer reference/case study opportunities are leveraged.
• This role is instrumental in supporting the sales cycle and providing the vision and value proposition of both DocuSign as well as the services Customer Success brings to bare. This includes explaining how DocuSign engages with customers during a project and assisting with scope definition, budget estimation and defining high-level timelines during the sales cycle
• This role will carry project delivery responsibilities with the ability to be flexible in the type of role they play. They must be comfortable and capable being a PM, SA or CSA while maintaining a strong technical aptitude.

Basic Qualifications

• BS/BA degree required
• Experience in managing, scaling and upskilling Professional Services teams, preferably within a SaaS model
• Experience working at a technology company with a SaaS model
• Project or Programme Management Qualification (e.g. Agile, Prince, MSP) and experience of managing large-scale programmes.
• Deep commercial expertise and experience in the context of Statements of Work, Sub/Prime partner agreements and Change Control procedures and associated risks of each.
• Background in building and maintaining capacity and financial models projecting team growth and evidence of proactively managing to utilisation targets and revenue conversion.
• Experience working matrixed organization and with cross functional teams to achieve company and departmental objectives
• Communication skills: Native-level Japanese and business-level English

Preferred Qualifications

• Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.
• Superior communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
• Proven track record of achieving Professional Services financial results while maintaining high customer satisfaction
• Ability to deliver Executive-C-Level QBRs and presentations internally. Executive level presence and communication both internally and externally

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 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.

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