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.
The DocuSign CLM Professional Services team manages customer implementations of the DocuSign CLM product. The goals of the Sr. Product Consultant are to provide product recommendations/configurations, technical and business use expertise for our Web and pre-connected Applications, understanding of data and network security, ensure proactive communication to clients and internal staff, manage enhancement requirements and escalations, understand simple to complex business requirements and design solutions to meets those needs. The Sr. Product Consultant drives impactful engagements by anticipating the needs of the clients and ensuring the alignment of the internal and external teams focused on the CLM platform.
This position is an Individual Contributor and reports to the Manager of Professional Services.
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 DocuSign CLM and eSignature platforms across their business using best practices.
Collaborate with 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.
A BA/BS degree in Business, Computer Science, Information Systems, Engineering, or equivalent
8+ years working directly with business/customers to understand business needs and applying technology solutions to those requirements
2+ years of experience consulting/ leading implementation / solution architecture development / business analyst teams in Software or Software-as-a-Service industries
Demonstrate ability to uncover additional customer needs, capturing and prioritizing these needs for future use case/project phases
Ability to drive customer towards productive utilization of their contract lifecycle management system, including future expansion
Understanding of document/content management and/or workflow systems and their application to business process improvement
Predisposition toward designing robust and expandable solutions
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
Strong multitasking and organization skills
Proven track record of delivering projects/products to market within budget
Experience working in one or more of the following industries: FinServ, Tech, Telecom, Healthcare, Real Estate, Insurance, Education, Public Sector
Experience with XML/Xpath or other structured data
Experience with HTML/CSS a plus