Onboarding Consultant

Job Description

The Onboarding Consultant engages customers immediately following the license sale and provides guidance, insights and enablement to help them quickly and successfully deploy their use case and meet their business objectives. The Onboarding Consultant completes the Onboarding processes and covers the fundamentals for getting started using the platform. This role provides the customer with best practices, industry and standard third party product integration guidance to help customers build, launch and manage their deployment of our web and pre-connected applications. The Onboarding Consultant is typically the customers’ first experience with the product and company. Passion for customers, professional maturity, technical fluency, excellent verbal and written communication, strong presentation skills, and ability to manage a high volume of projects at different stages while enabling customers to adopt change is critical in this role.
This position is an individual contributor role reporting to the Manager, Onboarding.
Responsibility

Deliver a best-in-class customer onboarding experience which accelerates a customer’s time to first value and provides guidance and best practices to help customers quickly meet their business needs and deploy their initial use case
Drive the onboarding engagement from kick-off to project completion, ensuring that the customer has an outstanding experience, projects are delivered within scope, on time, and to defined outcomes
Discover customer needs and business objectives and tailor solutions that meet customer needs
Have strong time management and prioritization skills to balance a multi-customer workload and meet defined outcomes
Complete customer-facing work through a combination of zoom calls, phone calls and emails
Track and meet expectations around customer-utilization targets
Follow a defined playbook and use required tools to track customer onboarding
Interact with customers via verbal and written communication, and present key information and resources using prescribed presentation materials and superior presentation skills
Understand and recommend self-service resources and online trainings that meet customer needs
Guide customers in the build and testing of their use case
Mitigate risks proactively to ensure timely execution and to accelerate “time to live”
Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
Engage with multi-functional teams as needed to complete customer projects and drive program initiative
Stay current and consistently improve knowledge on the latest product features and functionality, platform changes and partner technologies by attending enablement sessions, product release meetings and knowledge sharing sessions, and other enablement activities
Contribute to the growth and evolution of the Customer Onboarding program by sharing customer or vertical insights during meetings and drive new ways to improve the customer experience and drive better enablement for adoption

Job Designation
Remote: Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.
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

Bachelor’s Degree
5+ years of customer service experience
Intermediate level proficiency for written and spoken English
Fluency in Japanese

Preferred 

Technical capability and knowledge of adult learning principles, particularly in software
Experience implementing, onboarding or training in the Software as a service (SaaS) industry
Prior experience using Project Management software or Salesforce
Extensive Project Management or Coordination experience with proven track record of successful delivery of projects, including managing a high volume of projects at the same time
Strong time management and prioritization skills
Ability to develop and deliver messages and presentations to technical and non-technical audiences
Strong verbal and written communication skills
Ability to properly set and reset expectations, and de-escalate situations with customers
Active Listening skills to understand the customer’s business problems or objectives and leverage product knowledge and experience to deliver the best solution to meet their needs
Identify gaps that impact the customer experience, document them, and recommend potential resolutions
Ability to make decisions autonomously
Proactively drive key achievements and outcomes as outlined by the customer and in alignment with the program framework
Meet deadlines for customer engagements and work you’re doing
Creative problem solver that is able to navigate confidently and competently through ambiguity and change
Subject matter expertise in an industry, including fluency in regulatory and compliance requirements relevant to that vertical

Life at Docusign
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.