Director, Knowledge Management

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

As the Director, Knowledge Management you will join the Technology & Vendor Management (TVM) team in Customer Success to build the organization’s knowledge of the future. You will define and execute a multi-year strategy, and lead the efforts to develop the roadmap, vision, and priorities to implement knowledge management systems and methods to create, share, use, and manage knowledge and information for and across the organization. This multidisciplinary approach will address the challenges of both the volume of knowledge generated and the speed of information flow in a fast-growing organization constantly innovating its products and services to address increasingly complex demands from our customers.

This position will lead a team of knowledge creators, content strategists, and knowledge management solutions architects, and will closely collaborate with highly-technical teams. This position will primarily focus on defining and implementing a scalable, technology-led approach to connect customers, partners, and employees, so we can harness the multitude of knowledge sources to deliver actionable information at the right time and to the right place/system to promote product adoption and self-service at scale. You will work cross-functionally with Engineering, IT, Customer Support, Customer Success Management, Professional Services, Operations, Marketing, and Sales and engage with senior leaders in the organization to experiment, iterate, define, and fine-tune the strategy for Knowledge Management.

This role will also partner with business, operations, IT, and product stakeholders to build highly visible solutions that are integral to our customers and business. Our team has a startup-like atmosphere that is self-driven, passionate and creates quality, highly available, scalable, and efficient solutions that are critical to driving the success of our customers and our team.

This position is a people manager role reporting to the Sr. Director, GCS Tools & Technologies.

Responsibility

• Lead the strategy and roadmap for Docusign Knowledge Management function from its inception and early wins to its maturity and quantifiable contributions to the organization’s efficiency, focusing on driving business results and positive customer experience

• Own all aspects of knowledge management (KM), including knowledge creation, machine content creation, knowledge catalog, governance for scalable management of knowledge artifacts, knowledge management systems and/or platforms, and the user experience as it relates to their interaction with knowledge/content artifacts and technologies

• Stay on top of market trends and the direction of the KM space, and understand customer needs by closely working with user research, business insights, and other customer-facing organizations

• Define and analyze metrics that inform the success of KM

• Develop an incremental and iterative roadmap that allows rapid value realization from KM efforts

• Work closely with leaders in Global Customer Success and other areas of the organization to identify partners that would be critical to success

• Work cross-functionally to align on the approach and influence the adoption of KM

• Evaluate and prioritize requirements for the selection, implementation, adoption and evolution of KM systems and platforms

• Leverage AI technologies across the customer journey, and align with industry trends for efficient customer-centric interactions

• Influence architectural decisions, technology selection, design of scalable solutions, and risk mitigation strategies impacting production systems, applications, and tools

• Collaborate with Engineering, Legal, Security, Privacy, and other cross-functional teams to remove obstacles and successfully execute the short- and long-term roadmap for KM

• Help grow and mentor Knowledge and Self-Service (KSS) and Technical Program Management (TPM) team members

• Be accountable for achieving quarterly, annual, and longer-range goals and objectives, as this posi