Account Services Expert

DocuSign; Brazil (IN); Remote; USD 45,000 - 65,000; Full time

Job summary

DocuSign is seeking an Account Services Expert to act as a key liaison between customers and internal teams, resolving service and billing inquiries through exceptional communication and technical expertise. This remote position requires fluency in Spanish, English, and Portuguese, along with a strong background in subscription support.

Qualifications

• 2+ years of Subscription or Sales Support including account maintenance, billing/contract, and admin tasks.
• Ability to communicate complex issues clearly.

Responsibilities

• Support customers through telephone, email, and chat services.
• Resolve customer issues including complex account and billing scenarios.
• Meet and exceed customer support service level goals.

Skills

Professional proficiency in Spanish

Professional proficiency in English

Professional proficiency in Portuguese

Effective communication skills

Attention to detail

Education

College degree or relevant work experience

Job description

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 ideal Account Services Expert is an articulate specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies. With strong business acumen and a customer-first mentality, the motivation to take initiative owning and resolving customer issues and inquiries is essential. This position acts as the liaison between customers and all functional areas within DocuSign to resolve service, support, and billing inquiries.

This position is an individual contributor role reporting to Sr. Manager Account Services.

Responsibility

• Support customers through telephone, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Docusign Agreement Cloud to provide customer resolution and proactive customer recommendations

• Resolve customer issues including complex account, subscription and billing scenarios supporting subscription management

• Meet and exceed Docusign Customer Support service level goals and KPIs

• Partner with internal teams (Sales, Billing, Operations, etc.) to drive resolution on behalf of the customer

• Provide critical feedback related to improvements of the product and tools to impact customer experience

• Promote Docusign products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs

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

• Professional proficiency in Spanish, English and Portuguese
• College degree or relevant work experience
• 2+ years of Subscription or Sales Support including account maintenance, billing/contract, and admin tasks

Preferred

• Effective communication skills - ability to communicate in written verbal forms, with audiences that include customers, peers, and occasional executive leadership
• Ability to review, understand, and resolve complex issues
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to collaborate with peers across the organization without friction
• Ability to communicate a complex or technical issue in a clear concise manner
• High level of attention to detail and ability to pivot in uncertain situation

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.

Applicant and Candidate Privacy Notice

#LI-Remote

Basic

• Professional proficiency in Spanish, English and Portuguese
• College degree or relevant work experience
• 2+ years of Subscription or Sales Support including account maintenance, billing/contract, and admin tasks

Preferred

• Effective communication skills - ability to communicate in written verbal forms, with audiences that include customers, peers, and occasional executive leadership
• Ability to review, understand, and resolve complex issues
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to collaborate with peers across the organization without friction
• Ability to communicate a complex or technical issue in a clear concise manner
• High level of attention to detail and ability to pivot in uncertain situation

The ideal Account Services Expert is an articulate specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies. With strong business acumen and a customer-first mentality, the motivation to take initiative owning and resolving customer issues and inquiries is essential. This position acts as the liaison between customers and all functional areas within DocuSign to resolve service, support, and billing inquiries.

This position is an individual contributor role reporting to Sr. Manager Account Services.

Responsibility

• Support customers through telephone, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Docusign Agreement Cloud to provide customer resolution and proactive customer recommendations

• Resolve customer issues including complex account, subscription and billing scenarios supporting subscription management

• Meet and exceed Docusign Customer Support service level goals and KPIs

• Partner with internal teams (Sales, Billing, Operations, etc.) to drive resolution on behalf of the customer

• Provide critical feedback related to improvements of the product and tools to impact customer experience

• Promote Docusign products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs