Principal Onboarding Consultant

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 Principal Onboarding Consultant is a high-energy technical-focused customer advisor responsible for managing a portfolio of customer engagements, driving return on our customers’ investment in the Docusign platform and unlocking further modernization across their system of agreement.nbsp;

As part of the Onboarding team, the Principal Onboarding Consultant will provide technical adoption-focused consulting including: enablement, new use case identification, optimizing existing use cases and workflows along with guiding and advising on core functionality and features beyond the fundamentals, and the art of what is possible. Working with resources across the Customer Success organization and Docusign, the Principal Onboarding Consultant helps customers realize business results by serving as the post-sale service team responsible for successful customer onboarding to Docusign and configuration of products to their needs.

Passion for customers, professional maturity, creative problem solving, technical fluency, as well as the ability to enable customers to adopt change while driving to key deliverables, is critical in this role.

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

Responsibility

• Deliver a best-in-class customer onboarding experience which accelerates a customer’s time to first value and provides guidance and best practices to help customers quickly meet their business needs and deploy their initial use case

• Drive the onboarding engagement from kick-off to project completion, ensuring that the customer has an outstanding experience, projects are delivered within scope, on time, and to defined outcomes

• Discover customer needs and business objectives and tailor solutions that meet customer needs

• Use knowledge around the Docusign platform to identify areas of opportunity to increase customer value, adoption of features and expansion of the customer’s portfolio of products

• Review existing customer workflows to identify areas for optimization

• Use strong time management and prioritization skills to balance a multi-customer workload and meet defined outcomes

• Complete customer-facing work through a combination of zoom calls, phone calls and emails

• Track and meet expectations around customer-utilization targets

• Follow a defined playbook and use required tools to track customer onboarding

• Interact with customers via verbal and written communication, and present key information and resources using prescribed presentation materials and superior presentation skills

• Understand and recommend self-service resources and online trainings that meet customer needs

• Guide customers in the build and testing of their use case

• Serve as a thought leader, customer advocate and partner to Docusign’s customers

• Enable customers to be self reliant following their implementation

• Mitigate risks proactively to ensure timely execution and to accelerate “time to live”

• Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting

• Engage with multi-functional teams, including Support, Sales and Product Management, as needed to complete customer projects and drive program initiative

• Stay current and consistently improve knowledge on the latest product features and functionality, platform changes and partner technologies by attending enablement sessions, product release meetings and knowledge sharing sessions, and other enablement activities

• Contribute to the growth and evolution of the Customer Onboarding program by sharing customer or vertical insights during meetings and drive new ways to improve the customer experience and drive better enablement for adoption

• Find creative solutions and troubleshoot product issues

• Lead and collaborate on side projects within the onboarding team or with customers

• Assist colleagues and