The Senior Onboarding Consultant engages customers immediately following the license sale and provides guidance, insights and enablement to help them quickly and successfully deploy their use case and meet their business objectives. The Senior Onboarding Consultant completes the Onboarding processes and covers the fundamentals for getting started using the platform. This role provides the customer with best practices, industry and standard third party product integration guidance to help customers build, launch and manage their deployment of our web and pre-connected applications. The Senior Onboarding Consultant is typically the customers’ first experience with the product and company. Passion for customers, professional maturity, technical fluency, excellent verbal and written communication, strong presentation skills, and ability to manage a high volume of projects at different stages while enabling customers to adopt change is critical in this role.
This position is an individual contributor role reporting to the Manager, Onboarding.
Responsibility
- Deliver a best-in-class customer onboarding experience which accelerates a customer’s time to first value and provides guidance and best practices to help customers quickly meet their business needs and deploy their initial use case
- Drive the onboarding engagement from kick-off to project completion, ensuring that the customer has an outstanding experience, projects are delivered within scope, on time, and to defined outcomes
- Discover customer needs and business objectives and tailor solutions that meet customer needs
- Have strong time management and prioritization skills to balance a multi-customer workload and meet defined outcomes
- Complete customer-facing work through a combination of zoom calls, phone calls and emails
- Track and meet expectations around customer-utilization targets
- Follow a defined playbook and use required tools to track customer onboarding
- Interact with customers via verbal and written communication, and present key information and resources using prescribed presentation materials and superior presentation skills
- Understand and recommend self-service resources and online trainings that meet customer needs
- Guide customers in the build and testing of their use case
- Mitigate risks proactively to ensure timely execution and to accelerate “time to live”
- Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
- Engage with multi-functional teams as needed to complete customer projects and drive program initiative
- Stay current and consistently improve knowledge on the latest product features and functionality, platform changes and partner technologies by attending enablement sessions, product release meetings and knowledge sharing sessions, and other enablement activities
- Contribute to the growth and evolution of the Customer Onboarding program by sharing customer or vertical insights during meetings and drive new ways to improve the customer experience and drive better enablement for adoption
- Help mentor and develop less experienced team members
Job Designation
Remote: Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.
What you bring
Basic
- Bachelor’s Degree
- 5+ years of customer service experience
- Business level proficiency for written and spoken English
- Fluency in Japanese
Preferred
- Technical capability and knowledge of adult learning principles, partiularly in software
- Experience implementing, onboarding or training in the Software as A Service Industry
- Prior experience using Project Management software or Salesforce
- Extensive Project Management or Coordination experience with proven track record of successfui delivery of projects, including managing a high volume of projects at the same time
- Strong time management and prioritization skills
- Ability to develop and deliver messages and presentations to technical and non-technical audiences
- Strong verbal and written communication skills
- Ability to properly set and reset expectations, and de-escalate situations with customers
- Active Listening skills to understand the customer’s business problems or objectives and leverage product knowledge and experience to deliver the best solution to meet their needs
- Identify gaps that impact the customer experience, document them, and recommend potential resolutions
- Ability to make decisions autonomously
- Proactively drive key achievements and outcomes as outlined by the customer and in alignment with the program framework
- Meet deadlines for customer engagements and work you’re doing
- Creative problem solver that is able to navigate confidently and competently through ambiguity and change
- Subject matter expertise in an industry, including fluency in regulatory and compliance requirements relevant to that vertical