Dynamic Customer Success Advisor

DocuSign

Scaled Customer Managers are an extension of the Customer Success Account Management (CSAM) team who oversee an incoming queue of requests. Their primary function is to connect customers with the right resources while ensuring an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. Scaled Customer Managers will perform just in time tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and handling the coordination of touch points throughout the lifecycle to ensure an exceptional customer experience.

This position is an individual contributor role reporting to the Senior Manager, Dynamic Customer Success Management, EMEA.

Responsibility

• Work at scale, to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention
• Keep on top of a queue of incoming tasks while understanding how to prioritise
• Collaborate with internal teams to respond to customer communications
• Provide insightful answers and clear SLAs, if necessary, open a support case or escalate internally any existing technical issues or account concerns
• Partner with internal teams to recommend the most efficient way for customers to exceed their goals using the Docusign platform
• Be a voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations