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Regional Manager, DSU Training (EMEA) at DocuSign
Dublin, IE

Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.

Position Summary

DocuSign University is responsible for the enablement of DocuSign (DSU) customers, partners and employees. It is part of the larger DocuSign Customer Success organisation which is chartered with delivering the services and support customers need to be successful with the DocuSign platform. DSU creates, markets, sells, and delivers learning solutions that support the DocuSign System of Agreement platform. Learning and enablement is delivered via live classroom (both public and private), virtually (both public and private), via self-service video and on-demand learning, as well as custom learning services.

The regional leader of DocuSign University oversees all aspects of the business. This position is responsible for the strategic and tactical management of the business, and is truly a GM role, with emphasis on building a strong, growing enablement business. The organisation is core to several functions within DocuSign’s Customer Success and offers both for free and for fee services. The position interacts heavily with the Engagement Management, Rapid Adoption and Professional Services Organisations. The position focuses on the sale, delivery and operational aspects of the business and ensures that the DSU business supports customer usage and adoption across the customer journey. The position has direct P/L responsibility.         

The role engages at all levels of management across DocuSign to ensure alignment with customer and business goals. This position leads and manages a team of trainers and supporting resources, including learning operations and go-to-market-marketing staff. The successful candidate has demonstrated success in a similar role, ideally with a technology company, and has a proven track record of building and driving successful learning and enablement businesses. The role plays a key role in assuring DocuSign is offering effective and impactful learning solutions that drive key customer success metrics, including usage and growth.

Responsibilities:

DSU Delivery Services

  • Manage the delivery of learning services in region
  • Manage delivery resources, scheduling and capacity planning
  • Plan, schedule and maintain courses and offerings in the region
  • Manage local custom delivery projects in collaboration with appropriate professional services projects and as needed
  • Aligns delivery schedule with Rapid Adoption Program demand

DSU Operations (30%)

  • Develop and implement operational discipline
  • Deliver outstanding and consistently great customer experiences at all customer touch points
  • Establish key business KPIs and leverage data and analytics to measure business outcomes and success
  • Provide reporting and readout of business metrics
  • Manage learning technologies and solutions that support delivery of all learning programs and courses. This includes learning platforms such as the LMS and learning content management system, as well as the infrastructure (live and virtual) to deliver
  • Manage vendors

Go-To-Market (20%)

  • Establish key go to market strategies
  • Ensure marketing and communications are integrated and aligned with the Customer Success and larger DocuSign as appropriate
  • Engage with sales and marketing to ensure field readiness and effectiveness

Requirements

  • Extensive experience in learning services or, professional services business
  • Experience leading a learning services P/L organization
  • Experience in high tech, SaaS environment is a plus
  • Operational and delivery experience in a learning and enablement organisation
  • Data driven, with experience developing and using data and analytics to drive the business
  • Articulate with a strong ability to communicate the business goals
  • Experience working and navigating matrixed environments to drive achievement of business objectives
  • Experience managing a group of learning services team members
  • Sales acumen and experience working in a larger field services environment
  • Bachelor’s degree or higher in a relevant field preferred.

Are you up for the challenge?

Customer Success & Support @ DocuSign

At DocuSign, we measure our success by our customers’ success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support. We ensure that all our customers are satisfied, and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization so we can improve the user experience and make it one that consistently exceeds expectations.

About DocuSign

DocuSign® is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital. Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.