Manager, Technical Customer Success

Manager, Technical Customer Success
Customer Success | Seattle, WA or 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
DocuSign, the leading on-demand Electronic Signature company, is seeking a dynamic Manager of Customer Service with a desire to unleash your entrepreneurial spirit to build a world class customer support organization. In this role, you will help lead and grow the Technical Customer Support Manager (TCSM) team and the service delivery to our enterprise customers. You are a professional at discerning what needs to be built next to deliver ongoing and differentiated customer value while managing the day to day needs of the team. You are a hiring, motivating, coaching, training and problem-solving wizard, with deep technical expertise, commitment to excellence, strong customer focus and the uncanny ability to build high performing, all-in teams. As a Manager of Customer Support for TCSMs, you'll manage your team's portfolio, load balance, troubleshoot customer escalations as well as partner with Account Management and internal stakeholders to deliver a world class customer experience.

This position is a people manager role reporting to the Senior Manager, TCSM and is designated Flex.

Responsibilities

• Manage the team by driving career paths, improvement plans and technical learning
• Partner with Support Management on escalations, incidents and customer communications
• Assist team in problem evaluation and resolution and recommend courses of action as required
• Achieve performance metrics monthly while determining how to continuously improve the customer experience
• Represent Customer Support cross functionally with the Product, Engineering and Operations organizations
• Discern when and how to keep interdepartmental leadership informed of potential customer problems
• Evaluate, recommend, implement, and maintain customer support and service applications and tools
• Assist in the development of new policies and procedures as needed and communicates to team(s), as appropriate
• Drive team engagement, commitment, and excitement

Basic qualification

• Bachelor's degree
• 5 years of experience in a management, supervisory, or team lead role
• Call center experience in the technology industry
• Due to government contract requirements:
  • Candidate must be a U.S. citizen
  • Candidate must be able to clear a government agency-specific background investigation and may be required to undergo additional background checks, including fingerprinting, drug testing, and/or other government-required investigations to obtain and/or maintain security clearance(s)

Preferred qualifications

• Customer Support and Account management experience with a software and/or services company
• Proven technical acumen and the ability to troubleshoot and problem solve issues
• Knowledge of systems and tools used in the Support organization such as Salesforce.com and Cisco
• Proven team builder and passionate about customer successes, employee satisfaction, and continuous improvement

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $105,400 - $145,000 and eligible for bonus, equity and benefits at https://www.docusign.com/company/benefits

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

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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