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Manager, Customer Readiness at DocuSign
Dublin, IE

Manager, Customer Readiness

Customer Success & Support | Dublin, Ireland

Closing Date: 1st July 2019 

Position Summary:

The Rapid Adoption Program provides onboarding, enablement and basic consultative guidance to support the customers’ rapid deployment of DocuSign and modernization of their system of agreement, which takes the customer through a journey of Prepare, Sign, Act & Manage. 

The high-visibility Rapid Adoption Program is chartered with supporting the customers from contract signing to successful usage of DocuSign.  Decreasing time to value, while increasing trust, adoption and overall lifetime value to a customer.  The ideal candidate brings a proven record of leading and managing customer success / consulting teams in a SaaS company environment.

The Customer Readiness Manager is responsible for executing against the strategy established by the Global RAP leader.  The leader provides oversight and direction to ensure their team’s customers achieve specific business results and maximum value from their DocuSign product(s).  Team and people management is critical, and the Adoption Consulting manager creates a performance-based culture, nurtures a supportive and collaborative work environment and drives results. 

Additionally, the Adoption Consulting leader drives cross functional collaboration, including Marketing, Sales, Professional Services, Product, Education and/or Support to ensure maximum adoption rates for our customers.  They handle escalations related to usage / engagement and play a key role in identifying new opportunities for driving adoption with our customers.

Finally, the Adoption Consulting uses key performance measures to drive his/her business.  They measures key success metrics for the business to ensure the business is driving positive outcomes for our customers, including adoption, time to usage, usage volume and overall customer success.  He or she also establishes/manages key performance goals and metrics for the team and for their team members including individual development plans and individual goals.

Responsibilities:

  • Strong leadership skills with the ability to both build and manage. Establishes engagement and communication approach/cadence with the team members.  Manages performance team and individual contributor goals.  Cultivates a strong customer first focus.  Develops a culture focused on customer.
  • Strong influencing skills and the ability to work across a matrix is imperative. Ability to engage, influence and advocate outside their direct area of control is critical.
  • Strong operational and programmatic capabilities to ensure programs scale. Defines outcomes for the team, tracks and measures results and reports out on success and opportunities.
  • Supports the direction of the business. Collaborates with RAP leadership and the key cross-functional business to help drive new programs and improvements in the business.
  • Oversees the resource and project planning for their team. Ensure their team is delivering exceptional programs that meet/exceed customer expectations.  Manages to utilization/productivity goals.

Required Experience:

  • BS/BA degree required.
  • Management experience in customer success, account management, consultative sales and/or business consulting, preferably within a SaaS model.
  • Experience working at a technology company, preferably within a SaaS model.
  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented.
  • Strong communication & presentation skills, both verbal & written.
  • Influencing skills.
  • Demonstrated experience with project planning and delivery.
  • Demonstrated ability to identify new, creative ways to drive technology adoption and change management with Customers.
  • Proven track record of building successful team cultures.
  • Experience managing a team of individual contributors.

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 on­site 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.