Customer Success Architect

| Chicago

Customer Success Architect
Customer Success | Chicago, Illinois or Remote US

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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
The Customer Success Architect(CSA)will engage with key strategic customers that have implementations involving multiple sites, multiple business units, multiple regions or deployments of massive scale. The CSA will bring a framework of expertise in DocuSign Center of Excellence (COE) creation, use-case identification (e.g. intake, prioritization, roadmap creation), industry best practices and change management, key performance indicator (KPI) definition and tracking, program-level reporting of accomplishments, risks, and return on investment. This role will work in concert with the other members of the Professional Services team as well as Account Executives, Account Managers, Sales Engineers, Customer Success Managers and Engagement Managers to execute key account strategies. The Customer Success Architects, ultimately deployed to ensure customers fully leverage and get value from all aspects of the DocuSign platform leading to a modern System of Agreement.

This position reports to the Regional Delivery Manager. 

Responsibilities

  • Assist customers with understanding business and organizational impact due to digital transformation with specific guidance on change management (short-term and long-term recommendations)
  • Develop strategy to inform key stakeholders of program, charter, roadmap/rollout, business case and changes
  • Provide customers with industry tailored points of view and guidance based on successful engagements with hundreds of other deployments. This would include industry preferred authentication types, low hanging fruit processes to attack first, second and third as well as regulatory and compliance implications where applicable.
  • Analyze and provide prescriptive guidance on legacy Systems of Agreement with a focus on building a multi-year roadmap to move to a modern DocuSign platform including end-to-end process maps with ROI versus Complexity charted. 

 Basic Qualifications

  • BS/BA degree required
  • 8+ years background in a business and technical consultative role with executive level interaction
  • Proven track record of success working within a Professional Services organization
  • Experience managing enterprise projects, preferably with SaaS background
  • Understanding of financial models and articulating value and ROI to stakeholders

Preferred Qualifications

  • External Customer Facing Experience
  • Ability to interact with and influence all levels from ICs to executives
  • Excellent at articulating vision and planning execution of projects
  • Superior communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders
  • Demonstrated ability to successfully resolve situations that are broadly defined, complex, diverse, & occasionally, unprecedented
  • Experience working in a matrixed organization and with cross functional teams to achieve company and departmental objectives

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, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to 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, citizenship status, or any other legally protected category.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • ConfluenceManagement
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    • SalesforceCRM
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    • Oracle EloquaLead Gen

Location

The Loop has theater, arts, architecture, parks and riverwalks and great restaurants. All a stone's throwaway from the DocuSign offices.

An Insider's view of DocuSign

What’s the vibe like in the office?

There is always something new to learn and the opportunities to grow are endless. Chicago has a growing tech community, so it’s great to help contribute to that growth. Our Chicago office has a very collaborative group of people and is an exciting place to work as we expand. The happy hours and informal guitar jam sessions aren’t bad either.

Keith

Senior Director of Engineering

How do you collaborate with other teams in the company?

Everyone has tremendous amounts of knowledge in different fields, you can go to anyone and just pick their brains. I feel like I’ve learned more here than anywhere else I’ve ever worked. My coworkers are great. Not only do we have similar interests, sports, games, and shows. We all have the drive to do our craft better.

Kevin

Software Engineer

How does the company support your career growth?

DocuSign encourages anyone’s desire to learn more and provide you with multiple opportunities to expand your knowledge. For example, we have an Educational Assistance Program that gives employees a chance to pursue continued education and get reimbursed! I’ve grown a lot since I’ve started working here and am now where near plateauing.

Rachel

SQL Database Administrator

How do you make yourself accessible to the rest of the team?

We strive for a flat organization—so, our executives are involved in guiding, reviewing and mentoring teams. And because we are growing fast, you can get involved in different aspects of our product and this learning will help propel your career forward.

Ron

Chief Product Officer

What is your vision for the company?

One of my goals is that everybody who works at DocuSign can look back at their time here and say they did or are doing the work of their lives at DocuSign.

Dan

CEO

What are DocuSign Perks + Benefits

DocuSign Benefits Overview

Need time off? We offer generous Paid Time Off, Paid Volunteer Time Off, 6 Months Paid Parental Leave, Paid Bereavement Leave and Military Leave.

Interested in comp? We offer complete Total Rewards Compensation which includes equity grants, ESPP, Pre-tax and Post-Tax Retirement Benefits/Pension and Employee Referral Bonus Program ($2K!)

Want to thrive? We offer comprehensive Health Benefits (Free for employees; 50% paid coverage for dependents) and a Wellness Benefit

What to expand your mind? Take advantage of our extensive Learning & Development training (in person and online), Education Assistance ($5K/year) and DocuSign University certification

Have a little fun! Enjoy happy hours, plentiful snacks and refreshments and fun team offsites

Interested in giving back? Volunteer 3 days a year and donate to charity and DocuSign IMPACT will match your gift.

Culture
Volunteer in local community
DocuSign pledges 1% of our time by granting employees 3 VTO (Volunteer Time Off) days as part of our DocuSign IMPACT initiative.
Partners with Nonprofits
Through DocuSign for Forests™ initiative, we will donate $1.5 million to organizations that preserve the world’s forests. The first $1 million will go to the Jane Goodall Legacy Foundation.
Friends outside of work
Eat lunch together
Intracompany committees
There are many ways to contribute to our culture including but not limited to engaging with our Employee Resource Groups (ERGs): Women, Pride, BOLD, Honor, Parents, LatinX.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Board of Directors: Chairwoman, 4 women (36%), 3 non-Caucasians CEO Direct reports: 4 women (30%), 1 non-Caucasians, 1 LGBTQ
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DocuSign employees can contribute up to $2,700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
DocuSign employees receive a minimum of 20 days per year of paid time off.
Paid Volunteer Time
Our employees receive 24 hours ( 3 days) per year of paid volunteer time as part of our DocuSign IMPACT program
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer $5,000 annually for continuing education.
Online course subscriptions available
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