E-signature/e-notary Customer Experience

Job Announcement

This job opportunity is being re-announced. Applicants who previously applied for this job do not need to re-apply; all applications will be considered.

Serves as an expert in the Infrastructure Division. Leads the implementation of DocuSign across all departments countywide, ensuring alignment with business objectives and requirements. Works with cross-functional teams to ensure that every customer has a delightful, frictionless, and valuable DocuSign experience at every interaction. Ensures a holistic view of all inside and outside of product touchpoints, at each stage of the customer journey. Collaborates across the organization to understand and document the customer experience, identifies opportunities to drive greater customer delight and improve customer outcomes, and mobilize cross-functional teams, such as Infrastructure, Application, InfoSec, and Support, around seamlessly orchestrated initiatives that heighten our customers' experiences. With a laser focus on listening to our customers and analyzing customer behavior and sentiment data, this role will champion our customer voice and contribute to customer adoption, retention, and growth. Collaborates with our customers while providing consulting services and expert project management governance to ensure success of their implementation. Develops and manages the schedules for consulting engagements, ensures proactive communication to clients and internal staff, manages enhancement requirements and escalations, and overall project governance including initiating, planning, designing, executing, monitoring, controlling and closing projects.

Handles incoming support channels to troubleshoot customer inquiries, including API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows. Uses broad technical expertise to help customers increase adoption. Utilizes support tools and resources necessary to solve the customer issue. Identifies improvements to the product, identifies bugs and otherwise determines high-impact opportunities to enhance the customer experience. Manages escalated cases from internal channels to troubleshoot issues customers face. Provides support for internal peers for inquiries on product knowledge and engagement paths. Meets and exceeds customer support service level goals.

Develops and maintains e-signature and e-notary templates, workflows, and integrations to support business needs. Provides training and support to end-users to ensure adoption and proficiency with e-signature and e-notary technologies. Monitors usage metrics and performance data to identify areas for optimization and enhancement. Stays up to date on best practices, features, and updates, and make recommendations for continuous improvement. Serves as the primary point of contact for DocuSign-related inquiries, issues, and escalations. In this role, oversees the implementation, management, and optimization of e-signature/e-notary within our organization and providing 24 x 7 support: documents results. Provides support and responds as necessary in event of county-wide emergency events. Performs other duties as assigned.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following: (Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to") Graduation from an accredited four year college or university with a bachelor's degree in computer science, or closely related field; plus one year's systems programming experience in a complex information systems environment.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:Trained or certified in: Customer Experience Management or related subject (e.g., CCXP, advanced coursework, degree, or certification program in CX management, service design, or experience strategy)Trained or certified in: Project Management Professional (PMP) CertificationTrained or certified in: Adult Learning Theory or Instructional DesignTrained or certified in: Change Management (e.g. CCMP, CPCM)Definable experience influencing change management, problem resolution, and communicating complex ideas in coherent terms to a cross-function groups in a scaling environmentOrganized with a natural inclination for planning strategy and tactics, strong bias for action, an intrinsic ability to deal with ambiguity, and natural perseverance and inherent desire to learn and grow into a world class trainer and facilitatorOrganized with a natural inclination for planning strategy and tactics, strong bias for action, an intrinsic ability to deal with ambiguity, and natural perseverance and inherent desire to learn and grow into a world class trainer and facilitatorSuperior relationship-building skills, cross-organizational partnering, and driving results through influence and negotiation with proven track record of developing and expanding client relationships with executive focus, proven ability to present strategic content and used data to drive transformation across a broad range of stakeholders (executive, tech, etc.)Superior relationship-building skills, cross-organizational partnering, and driving results through influence and negotiation with proven track record of developing and expanding client relationships with executive focus, proven ability to present strategic content and used data to drive transformation across a broad range of stakeholders (executive, tech, etc.)High level of emotional intelligence to adapt to a live audience and their different needs with superb communications and engagement abilities, communicate through numerous channels, and operate comfortably at all levels of the business with ability to convey customer objectives, success strategies, and customer insights for internal and external stakeholdersStrong facilitation skills with confidence in presenting and facilitating in front of a small or large remote, hybrid, or live audience, and for all audience levels from entry level to senior leader experience conducting multi-stakeholder workshops to collectively design experiences and solutions with proven track record of achieving results while maintaining high customer satisfaction
PHYSICAL REQUIREMENTS:
Work is generally sedentary, performed in a normal office environment. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel interview and may include exercise.

The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact for assistance. TTY EEO/AA/TTY.

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