Lead Field Adoption Manager

DocuSign, Inc.; Brasil; Teletrabalho; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

A global e-signature and contract management company is seeking a Lead Field Adoption Manager to enhance customer experience and drive CLM and eSign adoption. This role requires 12+ years of program management experience, strong communication skills in English, Spanish, and Portuguese, and the ability to collaborate across multiple teams. Responsibilities include designing programs, developing metrics, and managing stakeholder communication.

Qualificações

• 12+ years in program management or related experiences.
• 5+ years in software customer optimizations.
• Experience with Docusign CLM or AI-enabled programs preferred.

Responsabilidades

• Design and execute CLM and eSign customer experience initiatives.
• Collaborate across teams to measure and report on adoption.
• Develop standardized onboarding and implementation plays.

Conhecimentos

Program management skills

Collaboration across functions

Change management

Customer support optimization

Communication in English, Spanish, Portuguese

Descrição da oferta de emprego

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 Lead Field Adoption Manager will play a critical role in designing and executing programs and initiatives that enhance the CLM and eSign customer experience and drive ongoing CLM and eSign adoption and retention. This role involves working across Customer Success, Product, Engineering, Operations, GDA, and other key stakeholders to collaboratively design, support and measure CLM and Esign customer condition, activation and adoption, oversee the formulation of cross functional strategies, playbooks and programs to positively impact activation, adoption and retention, working cross functionally to analyze CLM and eSign customer retention, churn, growth and upsell causality and facilitate the design of programs intended to impact the same, establish appropriate meeting cadences to ensure cross functional collaboration with the working team, key product sponsors, and executive level reporting, and overall ensure the seamless operation, management and modification of a comprehensive program designed to support and track cross functional CLM and eSign adoption efforts. To ensure success in this position it will be critical that the Lead Field Adoption Manager have access to and coordinate efforts across a formal CS program team composed of a dedicated resource for key functions/segments/geographies.

This position is an individual contributor reporting to the Sr. Director, Customer Success Account Management.

Responsibility

• Work in close concert with the Sr. Director, Customer Success Account Management, CSAM leadership and IC’s and (for CLM) CLM Success Advisors, to develop and deploy a comprehensive program that drives milestones, manages cross-functional dependencies and risks, and measures and impacts cross region and cross segment CLM and eSign adoption
• Work across CS to ensure aligned and coordinated development and deployment of actionable metrics and reporting that reflect key customer adoption activities in partnership with Product Ops and GDA
• Coordinate the development and delivery of standardized global implementation, onboarding and CSAM adoption plays tied to key customer implementation, onboarding and adoption activities with participation from cross-segment and cross region stakeholders
• Ensure the iterative updating of our playbooks and enablement of the DS CS teams as iterative applications, capabilities and features are released
• Ensure cross functional alignment to drive to to adoption targets mutually agreed upon by CS Leadership in partnership with ELT
• Establish and operate a series of regular but separate reporting cadences with key program stakeholders, CS Leadership and Executive leadership and prepare all collateral to support these meetings
• Communicate clearly program status updates, issues that could result in schedule changes, milestone expectations, and key results
• Identify program issues and provide recommendations for resolution proactively
• Drive on-time completion of initiatives
• Seek opportunities for program improvement continuously

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.

What you bring

Basic

• 12+ relevant years in a role requiring strong program management skills or comparable skill experience as a front line Customer Success, Professional Services or Technical Support professional
• 5+ years experience with supporting software customer process optimization and change management with a focus on supporting cross functional software deployments and/or complex customer implementations
• Experience supporting Docusign CLM and/or AI-enabled contract data extraction programs is a must
• Ability to collaborate cross functionally to drive decision making process
• Ability to simultaneously drive multiple initiatives across a variety of overlapping and independent stakeholders

Preferred

• Excellent communication and leadership skills in English, Spanish, and Portuguese
• Excellent organizational and program management skills
• Superior communication skills to convey overall program objectives, success strategies, and insights for key stakeholders including but not limited to ability to support executive level presentations
• Deep technical aptitude and the ability to understand software products, connecting capabilities to customer needs
• Communication experience with a record of public speaking and writing on technical topics
• Legal background and experience supporting CLM, AI-enabled data extraction and deep understanding of contracting functions

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 [e-mail].

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

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