Senior Engagement Manager

Company Overview

Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

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What you'll do

Docusign is growing fast, and we are looking for people to join our high-performance team who are excited to make a difference and help wherever needed. Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. The Customer Success team is responsible for all elements of customer success including digital transformation strategy, adoption best practices, implementation services, education, and support. As part of our Asia Pacific and Japan team of Agreement Experts - in Professional Services, customer success management, learning and enablement, and customer support - you'll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible. We are looking for a Senior Engagement Manager to join our Customer Success team, supporting predominantly our Australia and New Zealand business. Our Engagement Managers fulfil the role of a trusted advisor to sales and customers with a deep understanding of end-to-end Professional Services and deployment of Docusign's Intelligent Agreement Management (IAM) platform. They have the ability to understand a customer's needs, convey steps that customers can take to be successful, recommend best practices in deploying software, and align the right services to promote successful customer outcomes. The Senior Engagement Manager partners closely with the field sales team to support their deals through the alignment and selling of services. Engagement Managers are the conduit between Sales and Customer Success ensuring the downstream teams are prepared to support the services that are sold during the sales cycle.

This position is an individual contributor role reporting to the Senior Manager, Engagement Management - Asia Pacific and Japan.

Responsibility

• Develop strong relationships with Field Sales, Partner, Solution Consulting, Professional Services, Customer Success, and Operations as a trusted advisor 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 financially sound and accurate Statements of Work
• Understand the various services and training offerings and what outcomes are achieved when each type of services 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 and accurately manage pipeline - this is a quota-carrying Services Sales role
• Travel < 20%

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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.

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What you bring

Basic

• 8+ years of experience in an enterprise level software consulting or services sale's role
• Bachelors' Degree
• 2+ years of experience as a consultant

Preferred

• Proven track record for managing pipeline and attaining and exceeding annual quota
• Ability to collaborate with key business partners to build and execute complex account strategies and sales plays
• Ability to scope and estimate professional services engagements, driving contracts and deals to closure
• Understanding of enterprise development lifecycle (Agile, Hybrid, Waterfall) and ability to communicate the differences of each as well as how the projects are managed in each approach
• Knowledge of SaaS and Cloud-based offerings
• Knowledge of large organizations and customers along various industry verticals (High Tech, Healthcare, and Financial Services)
• Collaborative and open to support the team on deals, processes, and share skills of how to be most productive as an Engagement Manager
• Must be a self-starter that initiates their own personal growth through independent learning of Docusign's Intelligent Agreement Management and methods to support customers in digitizing their System of Agreement
• Excellent team building, verbal and written communication skills as well as reporting and presentation expertise

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Life at Docusign

Working here

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.

Accommodation

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 [email protected].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.

AI in Our Hiring Process
At Docusign, we embrace technology to enhance efficiency and create a better candidate experience. We may record or transcribe interviews using enterprise AI tools to assist with meeting notes and interview documentation so our teams can stay fully engaged in the conversation. All hiring decisions remain 100% human-led. You have the right to opt out at any time by notifying your recruiter or interview team, with zero impact on your candidacy.

We encourage using AI tools to research and prepare beforehand. However, to ensure an authentic evaluation, live AI assistance or external recording bots during interviews are not permitted.

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