Principal Vendor Manager

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Onboarding Vendor Manager is responsible for contributing to and executing Vendor Strategy and Enablement across our suite of products and services. This includes contributing to enterprise vendor governance by representing the Onboarding Consulting space, controlling vendor costs to budget, reducing vendor-related risks, managing vendor executive escalations, and driving program improvement opportunities in partnership with Onboarding Consulting training, delivery, and workforce management functions. They will share accountability with operational delivery service metrics and operate monthly business reviews. The ideal candidate should possess experience in outsourcing services, scaled operations, and be a proven leader in the Vendor Management space.

 

This position is an individual contributor role reporting to the Senior Manager, Resource Management.

 

Responsibility

• Partner with delivery operations and vendor partners to drive operational excellence, responsible for a team of outsourced consulting experts who deliver proactive and reactive services to customers and partners

• Manage implementation of vendor-facing projects to balance cost, quality, impact, and risk for both Docusign and the vendor

• Meet or exceed operational and team core consulting metrics including but not limited to Customer Experience, Utilization, contractual Service Level, and Resolution

• Contribute to Vendor Quality Management Framework (QMF), standardizing, improving, and measuring how we deliver impactful, predictable, and repeatable consulting engagements to our Customers while enhancing our Consulting Expert experience for our vendor partners

• Incorporate and adopt the use of data and automation as part of the Consulting delivery processes and customer experience

• Leverage internal and external knowledge to resolve customers issues

• Partner with tools, supportability, readiness, and knowledge management disciplines to optimize and automate support processes to provide the best customer and partner support experience

• Collaborate and communicate with cross-functional teams including Product, Engineering, and Customer Success to ensure alignment

• Champion customer issues within the organization to build the best customer experience to define and build the way Docusign delivers services

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

 

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• 8+ years’ experience as part of a Professional Services, Consulting, or operation delivery organization
• 5+ years vendor management experience, with a strong ability to oversee delivery activities, implementations and change
• 1+ years in the cloud and/or SaaS industry including the use of data and tools (automation) to enable customer success and operational scenarios
• 3+ years of internal or external customer facing roles
• Experience managing the performance of an outsourcing partner
• Ability to interact with and influence all levels of the business
• Proven ability to contribute to organizational vision and planning execution of projects
• Experience analyzing spend and identifying opportunities for scaled third party resource optimization

Preferred

• Strong collaboration skills which are a focal component of this role, with audiences that include executives, peers, and customer engagements
• B.A. or B.S. bachelor’s degree in a technical discipline
• Industry accepted Agile framework certification
• Industry