Senior Engagement Manager, Contract Lifecycle Management (CLM)

Senior Engagement Manager, Contract Lifecycle Management (CLM)

Customer Success | Remote - US

Consulting services and technical support to help our customers succeed.

Senior Engagement Manager, Contract Lifecycle Management (CLM)
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 position
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 Manager team fulfills the role of trusted advisor to sales and customers, with a deep understanding of end-to-end professional services and deployment of the DocuSign Agreement Cloud. 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 Engagement Manager partners closely with the field sales team and supports 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 Director of North America Engagement Management and is designated Flex.

Responsibilities

  • Develop strong relationships with Field Sales, Customers, Customer Success, and Operations to ensure alignment and partnerships to support global field sales through services selling
  • Engage quickly in a selling cycle, align to the sales team’s account and deal strategies and pitch the appropriate services to support customer outcomes
  • Communicate technical concepts in business or technical terms
  • Scope services, propose and recommend approaches to customers, and estimate work effort to develop a Statement of Work
  • Understand services and what outcomes are achieved when each type of service is leveraged by customers
  • Partner with Customer Success 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
  • Be an active leader within the Engagement Manager team by providing peer coaching, guiding new hires, and sharing knowledge across the global Engagement Manager team
  • Hit quotas each quarter
  • Travel up to 25%

Basic qualifications

  • 8+ years of experience in an enterprise level software consulting or services sales role
  • BA/BS degree
  • 2+ years of experience as a consultant

Preferred qualifications

  • 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 (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, global field organizations and customers
  • Experience as a senior member of Engagement Manager 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 the DocuSign Agreement Cloud 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

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $110,000 - $155,300 and eligible for bonus, equity and benefits at https://www.docusign.com/company/benefits

About us
DocuSign 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 more than a billion users in over 180 countries use the DocuSign Agreement Cloud 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.

Accommodations
DocuSign 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 accommodations@docusign.com.

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