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Director, Technical Services EMEA at DocuSign
London, GB

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

The Director, Technical Services EMEA is a strategic delivery position with the skills and experience to oversee our technical consulting function and resources.  Technical Services resources engage as part of our delivery team to provide implementation solutions, best practices and expertise to our customers.  Technical Services resources provide a range of skills and capabilities that includes technical architecture, custom development, data integration and migration, managed services as well as expert services.

The Director, Technical Services EMEA will be responsible for building, scaling and managing the technical services organization and oversees roles including, but not limited to,  Technical Architect, Technical Consultant, Technical Developer and Managed Services Consultant.  This position and function will be closely aligned to the delivery team and will work in concert with Engagement Managers, Regional Delivery Leaders,  Project Managers, Product Consultants, Solution Architects, Customer Success Architects as well as Customer Success Managers to execute on key strategic engagements and account strategies.  The Director, Technical Services EMEA provides the leadership and oversight to ensure that solutions are well designed and architected from a technical perspective, are built in way that ensures maximization of DocuSign’s capabilities and delivers successful project outcomes for our customers. 

Lastly, the Director, Technical Services EMEA will build and scale their team to include the skills and capabilities for Customer Success to enable our customers to not only expand their usage of the DocuSign platform but develop modern systems of agreements that accelerate business.

CORE RESPONSIBILITIES

Strategic Alignment, 30%

The success of this position will rely on strategic alignment and cross functional collaboration across Customer Success and adjacent departments to ensure our offerings and resourcing are effectively influencing DocuSign’s product adoption.

  • Product & Engineering: Ensure the technical services team remains up to date on current product functionality, limitations and upcoming product functionality.  Create the process for the team to contribute to roadmap development through advocating customer needs with product leadership.
  • Business Development: Coordinate with BD and Partner Success team to understand new partner product technologies and work with enablement teams to drive learning and technology skill ramp up
  • Customer Success Manager: Collaborate with CSM Managers to understand the adoption plans and needs for key accounts and assist with execution on key adoption strategies
  • Engagement Managers: Build the right resources and process to ensure Technical Services can quickly and effectively assist and support EM’s in the selling process and execute effectively on scoping and solution definition activities
  • Customer Success: Collaborate with Technical Support, Success Operations, DSU and other teams across Customer Success to drive successful project outcomes and ensure ongoing customer adoption.

Team Leadership and Development, 25%

This is a senior management position with the following team leadership and personnel development responsibilities:

  • Design the organization structure for the technical services function to enable scale and growth across the EMEA region
  • Integrate Technican aspects of acquired companies ensuring seamless experience for the customer
  • Identify existing gaps, and build new skills and capabilities that go beyond API integration guidance and incorporate new disciplines around technical architecture, data integration and migration, custom development, managed services and expert services
  • Directly manage a team of managers and individual contributors ranging across roles of Technical Developer, Technical Architect, Technical Consultant and Managed Services Consultant roles and provide career path guidance as well as performance management.
  • Oversee the process for daily project staffing of resources to ensure team members are highly utilized and well matched to projects that fit their skills and strengths.
  • Recruiting and hiring the right mix of resources to execute on the DocuSign System of Agreement product vision as well as client project demands.
  • Develop process and structure to effectively onboard new team members and oversee initial training as well as ongoing learning and certification activities.
  • Coach and motivate team members at all stages and levels for improvement opportunities with a focus on developing a well-rounded and high performing team. Create Individual Development plans for all team members

Customer Delivery and Go To Market, 30%

  • Work collaboratively with Delivery and Partner Success leadership to develop and evolve technical implementation strategies and capabilities as the product continues to evolve
  • Work with the team and customers to understand what works and what needs improvement on a continuous basis
  • Ensure the technical services team is leveraging best in class delivery models resulting in high customer satisfaction and customer adoption
  • Inspire the technical services team to find better more effective ways to deliver results for our customers
  • Develop enablement plans and strategies to ensure the technical team learns new product features, consulting techniques, and implementation methodologies.
  • Drive high CSAT scores on all projects delivered

Financial Planning and Management, 15%

  • Responsible for the financial integrity of the technical services team; utilization, revenue, etc.

CORE CAPABILITIES

Organizational and Process Design Capabilities

  • Track record of identifying organizational inefficiencies and building team structures and operational processes that enable both scale, efficiency and cross departmental collaboration

Customer Commitment

  • Track record of strategic customer engagement, including on-site collaboration, business reviews and executive briefings. A commitment to understanding the customer and their needs and an unwavering discipline to ensure we deliver on our commitments. Impeccable business ethics with polished and professional presentation skills.

Accountability

  • Demonstrated ability to effectively set expectations with the team and ensure people are held accountable and coached in a professional, motivating and effective manner

Flexibility and Agility

  • Experience working at all levels within an organization with an understanding how to quickly tailor communication style based on the audience. Anability to anticipate change and proactively adjust priorities and strategies accordingly.  Ability to lead and manage a team as well as execute hands on when needed to advance the Customer Success organization and ensure the success of our customers.

Developing People and Culture

  • Cultivate high functioning project teams comprised of DocuSign, client and 3rd party resources through combining the expertise of different resources to execute cohesively to deliver. Develops a culture of continuous improvement, ongoing development and a commitment to customer success

Technical Acumen

  • Brings overall professional services, solution and technical implementation expertise. Experienced facilitating solution-oriented discussions with business and technical executives and decision makers.  Fluent in cloud computing best practices and well as technology industry patterns and trends that will inform how Customer Success helps customers build a modern system of agreement

Basic Qualifications

  • BS/BA degree required
  • Extensive of management experience in Professional and Technical Services, preferably within a SaaS model
  • Long standing experience working at a technology company with a SaaS model
  • Experience of building and scaling Technical teams in a fast-growing SaaS environment across EMEA
  • Background in building and maintaining capacity and financial models projecting team growth and utilization
  • Experience working matrixed organization and with cross functional teams to achieve company and departmental objectives
  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.
  • Superior communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders.
  • Proven track record of achieving financial results while maintaining high customer satisfaction
  • Ability to deliver Executive-C-Level QBRs and presentations internally. Senior level presence and communication both internally and externally

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.

DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.