Client Relationship Manager
2 weeks ago
DocuSign transforms agreements into reality.
With over 1.5 million clients and more than a billion users across 180 countries, DocuSign's solutions streamline business processes and enhance everyday life.
By leveraging intelligent agreement management, DocuSign reveals critical business data previously locked within documents. This data, until now, was isolated from essential business systems, resulting in lost time, revenue, and opportunities.Through DocuSign's Intelligent Agreement Management platform, organizations can create, execute, and oversee agreements with solutions developed by the leading provider in e-signature and contract lifecycle management (CLM).
Role Overview
The Customer Success Account Manager (CSAM) at DocuSign is tasked with managing a portfolio of accounts and renewals within a designated territory.
Within their assigned territory, the CSAM is accountable for crafting and implementing effective customer success and value strategies, pinpointing growth opportunities, negotiating beneficial renewal terms, and delivering insights that enhance future results.
The CSAM plays a crucial role within the Account team, collaborating closely with our Sales Team (Account Executives). The ideal candidate will take ownership of their responsibilities and work well with their colleagues, thriving in a dynamic environment.This position functions as an individual contributor, reporting to the Manager of Renewal Management in Global Customer Success.
Key Responsibilities
Mitigate risks and drive growth among our clients through proactive engagement, demonstrating value, and collaborating with key stakeholders, as evidenced by renewal outcomes.
Maintain and update a rolling forecast for your territory, communicating any renewal risks to internal teams to devise resolution strategies.
Develop and implement win/win negotiation strategies for DocuSign's strategic renewals while safeguarding and enhancing customer trust.
Conduct essential business reviews with key clients to ensure they are effectively utilizing our product and that we align with their primary objectives.
Collaborate with internal teams, including Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management, to formulate growth and risk mitigation strategies for key accounts.
Assess your portfolio and analyze usage, health, data, and behavioral patterns to prioritize efforts that yield the best outcomes for both the customer and DocuSign.
Adhere to best practices for all internal processes, including opportunity management, data quality, CRM hygiene, quotes, and forecasting.
Basic Requirements
3+ years of experience in Sales, Renewal Management, Account Management, or Customer Success, preferably within SaaS environments.
Experience in quota-carrying roles with a proven track record of meeting key performance indicators.
Familiarity with deal negotiation cycles and a successful history of navigating these processes in a consultative manner.
Preferred Qualifications
Skills in contract negotiation with a history of timely contract completions.
Experience in promoting adoption across organizations, acting as a change agent for clients.
Ability to adapt swiftly to changing priorities.
Strong organizational and prioritization skills, with experience in Salesforce.
Excellent written and verbal communication abilities.
Life at DocuSign
DocuSign is dedicated to fostering trust and creating a more agreeable world for our employees, clients, and the communities we serve.
We each share the responsibility to ensure every team member has equal opportunities to succeed, to be heard, to share ideas openly, to build lasting relationships, and to engage in meaningful work.
Ultimately, you will take pride in your contributions, knowing that your efforts help us improve the world.
And for that, you will be valued by us, our clients, and the broader community.Accommodation
DocuSign is committed to providing reasonable accommodations for qualified individuals with disabilities throughout our job application processes. If you require such an accommodation, or a religious accommodation, during the application process, please reach out to us.
Global Benefits
Paid Time Off
Enjoy time to recharge with earned days off, in addition to paid company holidays based on your region.
Paid Parental Leave
Take up to six months off with your child following birth, adoption, or foster care placement.
Comprehensive Health Benefits
Options for 100% employer-paid health plans from your first day of employment.
Retirement Plans
Select retirement and pension programs with potential employer contributions.
Learning & Development
Advance your career with coaching, online courses, and education reimbursements.
Compassionate Care Leave
Paid time off following the loss of a loved one and other significant life events.
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