Senior Engagement Manager

Senior Engagement Manager

We are looking for a Senior Engagement Manager to join our Customer Success team. The Customer Success team is responsible for all elements of customer success including digital transformation strategy, adoption best practices, implementation services, education, and support. The Engagement Management team fulfills the role of trusted advisor to Sales and customers, with a deep understanding of professional services and deployment of the Docusign Agreement Cloud. They understand customer needs, convey steps for success, recommend deployment best practices, and align the right services to promote successful outcomes. The Senior Engagement Manager partners closely with field Sales, acting as the conduit between Sales and Professional Services to ensure downstream teams are prepared to support sold services.

This position is an individual contributor role reporting to the Director, Japan, Professional Services.

Responsibilities:

• Develop strong relationships with Field Sales, Customers, Professional Services, Customer Success, and Operations to ensure alignment and increase the likelihood of customer success and satisfaction
• Align to the Sales team's account and deal strategies, engage in the selling cycle, and pitch the appropriate services to support customer outcomes
• Scope services, propose and recommend approaches to customers, and estimate work effort to develop a Statement of Work
• Understand the various services and training offerings and what outcomes are achieved when each type of service is leveraged by customers
• Communicate technical concepts in business or technical terms
• Partner with Professional Services to ensure appropriate knowledge transfer is conducted once a deal is sold and to support the team when challenges arise
• Anticipate problems and recommend innovative solutions
• Achieve customer satisfaction through the sale of sound consulting projects
• Hit quotas each quarter, as this is a quota-carrying Services Sales role
• Travel 10-20%
• Possibility of switching the job designation to hybrid work in the future, which requires you to come to the office 2-3 times/week depending on your role and responsibilities

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.

Basic:

• 8+ years of experience in enterprise level software consulting or services sales roles
• Bachelor's degree
• 2+ years of experience as a consultant
• Native level Japanese fluency and business level English

Preferred:

• Proven track record for attaining and exceeding annual quota
• Ability to collaborate with Sales to build and execute complex account strategies and Sales plays
• Ability to scope and estimate projects and drive contracts and deals to closure
• Understanding of enterprise development lifecycle (e.g., Agile, Hybrid, Waterfall) and ability to communicate the differences between each as well as how projects are managed in each approach
• Knowledge of SaaS and Cloud-based enterprise software offerings
• Ability to lead initiatives and support the growth of other Engagement Managers on the team
• Collaborative and open to support the team on deals, processes, and share skills of how to be most productive as an Engagement Manager
• Self-starter that initiates their own personal growth through independent learning of Docusign Agreement Cloud and methods to support customers in digitizing their System of Agreement
• Excellent team building skills
• Excellent verbal and written communication skills
• Reporting and presentation expertise

Life at DocuSign:

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at View email address on click.appcast.io.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at View email address on click.appcast.io for assistance.

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