Onboarding Consultant

The Onboarding Consultant engages customers 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 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 and recommendations to help customers build, launch and manage their deployment of our web and pre-connected applications. The 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
• Enable customers to be self-reliant following their implementation

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
• 2+ years of experience in customer success, implementing, onboarding or training in the Software as A Service (SaaS) industry
• Excellent communication and presentation skills
• Proven track record of handling a high volume of customer engagements and projects simultaneously

Preferred 

• Technical proficiency with knowledge of adult learning principles, and ability to learn and teach software
• Strong time management and prioritization skills
• Extensive Project Management or Coordination experience, ideally within the SaaS industry, with proven track record of successful delivery of short term projects, while managing a high volume of projects at the same time
• Ability to develop and deliver messages and presentations to technical and non-technical audiences
• Active Listening skills to understand the customer’s business problems or objectives and leverage product knowledge and experience to provide the best solution to meet their needs
• Identify gaps that impact the customer experience, document them, and recommend potential resolutions
• Ability to properly set and reset expectations, and de-escalate situations with customers
• Prior experience leading adoption, mitigating churn and/or driving expansion opportunities across the entire customer lifecycle
• Proactively drive key achievements and outcomes as outlined by the customer and in alignment with the program framework
• Experience working within Salesforce or other relational databases
• Demonstrated ability to identify new, creative ways to drive customer technology adoption and usage
• Professional level of language proficiency in Mandarin

Life at Docusign

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 than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live

Apply now >