Supervisor, EMEA Customer Onboarding

DocuSign

The Onboarding Consulting Program provides onboarding, enablement, and basic consultative guidance to support the customers' rapid deployment of Docusign and modernization of their system of agreement.

The high-visibility program is chartered with supporting the customers from contract signing to successful usage of Docusign. Decreasing time to value, while growing trust, adoption, and overall lifetime value to a customer.

The Customer Onboarding Consulting Supervisor is responsible for leading a team of 8 consultants while supporting the Manager in executing the strategy established by the EMEA Customer Enablement Leader.

The Supervisor provides day-to-day guidance and coaching to ensure their team's customers achieve specific business results and maximum value from their Docusign product(s). This role focuses on operational excellence, team development, and maintaining high performance standards. This position is a people manager role reporting to the Manager, Customer Onboarding Consulting EMEA.

Responsibility

• Conduct regular 1:1s and team meetings to maintain engagement and alignment with team members
• Monitor daily team performance against KPIs and supports individual contributors in achieving their goals
• Foster a collaborative and supportive team environment while maintaining focus on results
• Serve as first point of escalation for team members on customer and operational issues
• Coordinate with the Manager on resource allocation and project distribution across the team
• Assist in onboarding and training new team members
• Identify coaching opportunities and provides real-time feedback to develop team capabilities
• Maintain team documentation, playbooks, and best practices
• Track team metrics and provides regular updates to the Manager on performance and opportunities
• Handle day-to-day customer escalations and coordinates resolution with team members
• Identify process improvement opportunities and implements approved changes
• Ensure consistent service delivery standards across the team
• Facilitate knowledge sharing sessions and team development activities
• Partner with cross-functional teams to resolve customer issues and improve processes