Customer Experience (VoC), Senior Program Manager
Customer Success | Remote - US

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
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. And for that, you’ll be loved by us, our customers, and the world in which we live.The team 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. As part of our global 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.

This positionDocuSign is looking for a customer-centric, motivated, self-starting Customer Experience (VoC), Senior Program Manager to improve the Customer Loyalty and Lifetime Value by implementing a Voice of Customer Program. This role is a unique opportunity to build a strategic program that delivers customer insights and feedback into every business area to drive meaningful changes to the DocuSign customer experience. This role is a senior-level position skilled in CX Analytics, Voice of the Customer, Customer Experience Management, Market Research, and Customer Journey Mapping. This role will design, build, and manage a holistic listening program that will ensure end-user advocacy by translating user insights into experiences that improve the productivity and collaboration of DocuSign workforces leading to higher customer satisfaction. This role requires significant collaboration with cross-functional teams, including technical and non-technical DocuSign teams and partners.This position is an individual contributor role reporting to the Director of Supportability and is designated Flex.

Responsibilities

• Manage cross-functional initiatives related to Voice of the Customer program to ensure quality completion of objectives and delivery of key results
• Work with the VoC team to prioritize multiple VoC listening posts and track detailed action items to ensure deliverables are on time and within scope and budget
• Provide monthly status reports to team and stakeholders to keep our partners and leadership informed of progress, risks and barriers
• Support the team as we create compelling reports for stakeholders, including executive management, that drive action and improvement to customer experience
• Partner to set goals and KPIs that indicate success of the program, and track performance toward KPIs
• Provide thought leadership regarding customer experience - we are a team that values input from all our team members
• Set and manage meetings and schedules with stakeholders. Capture, track and communicate follow-up actions
• Lead VoC team meetings to review, update and refine actions and project schedules
• Identify areas for VoC process improvement, and lead continuous improvement of our team’s processes
• Capture and keep up to date a list of our stakeholders for each project, as well as potential future partners across the company
• Manage our documents storage design and infrastructure, which is critical as we continue to grow our VoC outreach across the company

Basic qualifications

• 12+ years of related experience with a BA degree or 8+ years related experience with a MA degree or PMP certification
• 2+ years in Customer Success field for a SaaS product

Preferred qualifications

• Degree in Business, Computer Science, Mathematics/Statistics, Management Information Systems, or equivalent field
• Customer-focused individual who is generally familiar with Customer Experience methodologies
• Familiar with customer experience surveys
• Experience with creating reports for senior leaders, cross-functional teams, and stakeholders
• Able to influence and manage autonomously across all levels of the business
• Strong time management and prioritization skills with an ability to self-direct
• Someone who thrives in a challenging, fast-paced environment and enjoys working with multiple parts of the business
• Experience working with Voice of Customer / Customer Experience platforms, survey and reporting tools (e.g., Qualtrics, Medallia, SurveyMonkey)
• Experience with Google platform - Google Docs, Google Calendar, etc.

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $148,800 - $184,800 and eligible for bonus, equity and benefits.

Vaccination requirement 
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About usDocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world’s #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives. And we help save the world’s forests and embrace environmental sustainability.

It’s important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

AccommodationsDocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at [email protected].

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