Digital Campaigns & Scaled Customer Adoption Specialist

Scaled Adoption Manager

Scaled Adoption Managers are an integral part of the Customer Success Account Management team, responsible for overseeing a portfolio of accounts at scale and ensuring an exceptional customer experience. Their success is measured by metrics such as net revenue retention, decreased churn, and increased product usage.

In this role, Scaled Adoption Manager performs hands-on, tactical account management activities and works collaboratively with cross functional teams to orchestrate customer engagement, facilitate product enablement, reduce friction, increase product adoption, and demonstrate value throughout the customer lifecycle.

The ideal candidate is adept at managing customer relationships on a broad scale, delivering consistent experiences to ensure outstanding customer value realization and loyalty.

This position is an Individual Contributor role reporting to the Manager, Scaled Adoption.

Responsibilities

• Drive customer adoption and value realization through short term adoption focused engagements
• Drive value with key partners, as measured by renewal outcomes
• Engage customers and internal partners proactively through telephony and digital campaigns
• Escalate issues quickly when deep, specific skills or other capabilities are required
• Leverage deep Docusign product knowledge to provide customer resolution and account recommendations
• Provide critical feedback to influence product and tool improvements to enhance the customer experience
• Promote Docusign products and services to customers via consultative discussion, product tutorials, and evaluation of their service and support needs
• Conduct select business reviews with critical customers to ensure adoption, maximization of product value, and customer objective alignment
• Evaluate portfolios and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
• Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations, Billing and Sales Operations, to develop growth and risk mitigation strategies for key accounts
• Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

What You Bring

Basic

Preferred

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.

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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