Sr. Product Consultant

The Senior Product Consultant role is a customer-facing fee-earning professional services delivery role, responsible for delivering fully functional, high-value Agreement Cloud solutions to clients in a timely and cost-effective manner.

Our Product Consultant (PC) team configure and implement the DocuSign/SpringCM core product, as well as the core pre-built connectors for other applications such as Salesforce and Microsoft.

The PC owns the creation of product sandbox environments, workflows and templates in line with customer requirements, whilst also ensuring that best practice design futureproofs the solution and results in maximum adoption and customer success.

On larger engagements, the PC will work seamlessly alongside Project Managers, Solution Architects and more Technical Consultants, who are responsible for implementing and assuring more complex integrations. For smaller engagements, the Product Consultant will be required to operate as a singleton, undertaking core PM activities, including the customer kick-off, project planning, status reporting and managing deployment to production and then through to project completion.

This person should have experience in business process management, mature project delivery acumen, experience of Agile implementation methodologies, should possess good technical skills and should exhibit passion and a sense of urgency for delivering extraordinary levels of client satisfaction. This is a highly visible and customer – facing position.

This position is an individual contributor role reporting to the Solution Architect and is designated Flex.

Responsibilities

Design to Deployment

• Working with clients to understand business processes and gather user stories.
• Undertaking formal discovery sessions to formally capture requirements and create a Backlog
• Process mapping the ‘As-Is’ process and, taking a user-centered design approach, create the re-engineered ‘To-be’ business process.
• Taking a hands-on approach to build and configuration of the new solution
• Operating an iterative agile approach that ensures frequent review and feedback from business process owners and end- users.
• Executing in accordance with the DocuSign Service Delivery methodology, ensuring core deliverables meet the highest standards.
• Ensuring controlled migration from development/test environments and into Production.
• Ensuring core users (admins) and end-users are appropriately trained – preparing bespoke training materials as required. Where there is a DocuSign University engagement, ensuring trainers are brought into the project at the right time and are briefed on the customer environment and new business process.
• Creating of test cases/scripts and providing assistance in UAT efforts
• Ensuring formal handover from the Professional Services to the Support function
• Exceptional stakeholder management throughout, of both customer and internal resources.

Project Management

• Customer facing project management responsibilities for smaller projects – managing to time, cost quality. Ensuring there is no scope creep and initiating change requests as required.
• Effective management of customer expectations and escalations
• Compliant Professional Services Automation (PSA) system management, in accordance with requirements specified by finance and resourcing teams.

Continuous Improvement and Collaboration

• Conducting effective retrospective reviews, harvesting lessons learned and refining approaches accordingly.
• Contributing to a library of internal and customer-facing best practice content
• Providing mentoring and support to new colleagues
• Providing technical oversight of partner resources
• Effective interoperability with adjacent teams – Sales Teams, Engagement Managers, Customer Success Managers and other Professional Services Colleagues. Proactively keeping them updated on progress and issues.

Individual Expectations

• Ability to flex and switch between smaller configuration projects and large-scale development programmes.
• Supporting the attainment of a 75% revenue conversion target
• Meeting an individual utilization target of 75%
• Required to travel c.25% of time

Basic qualifications

• Bachelors or Masters’ degree or equivalent.
• Proven track record of delivering core product solutions in a customer facing role
• Experience of delivering SaaS products
• Experience of working within Agile and Waterfall frameworks.
• Proven track record of working on multiple projects simultaneously and managing expectations and priorities.
• Experience of working independently or as a part of a team and self-motivated
• Experience of working alongside partner organizations and System Integrators and exposure to release management processes.
• Experience of using MS Project and/or other project management tools
• Ability to draft and delivery formal and informal presentations to technical and non-technical audiences
• Strong verbal, written, and interpersonal communication skills as well as the ability to communicate effectively with individuals at all levels of the organization

Preferred qualifications

• Fluency in written and spoken English and German
• Experience of implementing SFDC
• Exposure to e-Signature products and global legal standards
• Exposure to Contract Lifecycle Management tools and processes
• Exposure to Business Process Management Tools
• Project Management qualification(s)
• Agile certification
• Ability to write user stories, requirement documents, functional specifications, test cases and technical reports and procedures
• Additional European Languages advantageous.
• Experience of using:
  • Financial Force and Professional Services Automation (PSA)
  • Smartsheet
  • JIRA and Confluence
  • CRM solutions such as SalesForce.com
• Programming languages C#, Java, JavaScript, HTML and XML very advantageous

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 more than a billion users in over 180 countries use the DocuSign Agreement Cloud to accelerate the process of doing business and simplify people’s lives. And we help save the world’s forests and embrace environmental sustainability.