Principal Onboarding Consultant

The Principal Onboarding Consultant is a high-energy technical-focused customer advisor responsible for managing a portfolio of customer engagements, driving return on our customers’ investment in the Docusign platform and unlocking further modernization across their system of agreement.nbsp;

As part of the Onboarding team, the Principal Onboarding Consultant will provide technical adoption-focused consulting including: enablement, new use case identification, optimizing existing use cases and workflows along with guiding and advising on core functionality and features beyond the fundamentals, and the art of what is possible. Working with resources across the Customer Success organization and Docusign, the Principal Onboarding Consultant helps customers realize business results by serving as the post-sale service team responsible for successful customer onboarding to Docusign and configuration of products to their needs.

Passion for customers, professional maturity, creative problem solving, technical fluency, as well as the ability to enable customers to adopt change while driving to key deliverables, is critical in this role.

This position is an individual contributor role reporting to the Senior 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
• Use knowledge around the Docusign platform to identify areas of opportunity to increase customer value, adoption of features and expansion of the customer’s portfolio of products
• Review existing customer workflows to identify areas for optimization
• Use 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
• Serve as a thought leader, customer advocate and partner to Docusign’s customers
• Enable customers to be self reliant following their implementation
• 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, including Support, Sales and Product Management, 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
• Find creative solutions and troubleshoot product issues
• Lead and collaborate on side projects within the onboarding team or with customers
• Assist colleagues and managers with customer issues
• Help mentor and develop less experienced team members

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

• Bachelor’s Degree
• 8+ years of customer implementation consulting or Onboarding experience in the Software as a Service Industry
• Business level proficiency for written and spoken English
• Experience in a customer facing consulting delivery role

Preferred

• Expert-level consulting skills, including active listening, effective objection handling, strong negotiation techniques, and the ability to articulate the SaaS value proposition to diverse audiences
• Proven ability to master complex SaaS products and platform solutions, serving as a key resource for both customers and internal teams
• Extensive experience managing and delivering multiple projects simultaneously, using tools such as Salesforce or project management software
• Experience integrating SaaS solutions with systems such as Salesforce, Microsoft Dynamics 365, Oracle NetSuite, or HubSpot
• Demonstrated success in driving innovation, identifying new opportunities, and implementing transformative solutions that improve efficiency and customer outcomes
• Skilled in solution design, business process mapping, and solution optimization to enhance customer implementations
• Thrives in a fast-paced environment and can quickly adapt to changes in product roadmaps, project scopes, and customer needs
• Experience managing customer adoption, mitigating churn, and identifying expansion opportunities throughout the customer journey
• Knowledge of change management methodologies and experience guiding customers through transitions to ensure adoption and success
• Ability to leverage analytics and reporting to develop strategies and derive actionable insights that improve the onboarding process and customer experience
• Experience partnering with Product and Engineering teams to provide customer feedback, shape product enhancements, and identify opportunities to drive adoption and usage
• Proven ability to build and execute effective strategies with both customers and internal stakeholders to achieve measurable outcomes
• Excellent verbal and written communication abilities, with experience delivering clear, engaging presentations to both technical and non-technical audiences
• Skilled at setting and resetting expectations, de-escalating customer issues, and maintaining positive relationships across all organizational levels
• Able to navigate ambiguity and change with confidence, finding innovative solutions that align with customer and business objectives
• Experience leading within a specific product, industry, or domain, with fluency in related regulatory or compliance requirements
• Agile and adaptable, with the ability to thrive in a fast-paced environment and comfort with evolving business dynamics and changes

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $112,800.00 – $175,000.00 base salary