Senior Customer Success Account Manager

il y a 4 jours

Paris, Île-de-France DocuSign Temps plein

Job Title: Senior Customer Success Account Manager

About the Role:

We are seeking a highly skilled Senior Customer Success Account Manager to join our team at DocuSign. As a Senior Customer Success Account Manager, you will be responsible for owning a portfolio of accounts and renewals in an assigned territory. You will serve as a customer adoption advisor, driving a return on our customers' investment in DocuSign and unlocking further digitalization.

Key Responsibilities:

  1. Prevent risk and drive growth in our customers through early engagement, driving value, engaging with key collaborators as measured by renewal outcomes
  2. Achieve financial and strategic revenue, bookings and billings targets
  3. Maintain and update an accurate rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies
  4. Own and implement win/win negotiation strategies for DocuSign's strategic renewals while protecting and enhancing customer trust
  5. Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives
  6. Be accountable for the full adoption strategy, leveraging key collaborators across the DocuSign ecosystem to deliver holistic paths for success
  7. Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns
  8. Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
  9. Improve account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable
  10. Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and DocuSign

Requirements:

Basic 5+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success - ideally within SaaS offerings

Contract negotiation skills with experience driving contracts to completion on-time

Experience with deal negotiation cycles

BA/BS degree or equivalent work experience

Preferred Experience with quota-carrying roles and proven history of meeting key performance indicators

Ability to navigate across internally and with the customer in a trusted advisor/consultative approach

Experience with supporting adoption across organizations, serving as a change agent for the customer

Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level

Ability to react and adapt to potential rapid shifts in priorities

Strong level of urgency, organization and prioritization skills

Salesforce experience

Excellent written and verbal communication skills

Ability to convey value through interactions with customers

Life at DocuSign:

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.

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