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 Support Vendor Manager is responsible for contributing to and driving Vendor Strategy, Enablement, and Delivery across our suite of products and services. They are expected to own service metrics and operate monthly business reviews. The ideal candidate should possess experience in outsourcing services, scaled operations, and be a proven leader in the Vendor Management space.
This position is an individual contributor role reporting to the Director of Vendor Management.
Responsibility
- Lead delivery operations with a vendor partner, responsible for a team of outsourced support experts who deliver proactive and reactive support to customers and partners
- Meet or exceed operational and team core support metrics including but not limited to Customer Experience, contractual Service Level, and Resolution
- Contribute to Vendor Quality Management Framework (QMF), standardizing, improving and measuring how we deliver an impactful, predictable, and repeatable support experience to our Customers while improving our Support Expert experience for our vendor partners
- Incorporate and adopt the use of data and automation as part of the support delivery processes and customer experience
- Leverage internal and external knowledge to resolve customers issues
- Partner with tools, supportability, readiness, and knowledge management fields to optimize and automate support processes to provide the best customer and partner support experience
- Partner with engineering and product management to handle critical situations and incidents proactively and reactively
- Partner with supportability to provide product feedback and carry the voice of customers and partners
- Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment
- Champion customer issues within the organization to build the best customer experience to define and build the way DocuSign delivers support
- Partner with Global internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customer
- Be responsible for creating and maintaining Billing documentation
- Represent the team in cross functional Billing and Accounts Receivable projects
- Handle escalated and complex Billing scenarios for Direct and Digital Customers
- Act as Subject Matter Expert for all Billing and Accounts Receivable inquiries and Billing systems of record
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
- 5+ years of experience as part of a support or operation delivery organization
- 5+ years team management experience, FTEs or vendors, with the ability to coordinate delivery activities, implementations and change
- 1+ years in the cloud and/or SaaS industry including the use of data and tools (automation) to enable customer success and operational scenarios
- 3+ years of experience with internal or external customer facing roles
- 3+ years of Billing and Payments experience
Preferred
- B.A. or B.S. bachelor’s degree in a technical discipline preferred but not required
- Experience leading the performance of an outsourcing partner
- Ability to interact with and influence all levels of the business
- Proven track record contributing to organizational vision and planning execution of projects
- Industry accepted Agile framework certification
- Multi-lingual in Docusign supported languages
- Strong collaboration skills which are a focal component of this role, with audiences that include executives, peers and customer engagements
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 accommodations@docusign.com .
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
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