Supportability Manager at DocuSign

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Supportability Manager

Customer Success | Seattle, WA./ Remote


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.

 

Position Summary

The Supportability Manager is passionate about delivering measurable results to improve the Customer Experience. This role possesses an advanced level of product expertise and uses that knowledge to influence change with multiple departments including Sales, Customer Success, IT, Engineering, and Product.


This role operates with a high degree of technical expertise to drive meaningful product enhancements and bug fixes on behalf of the Customer utilizing structured and unstructured data. They will analyze and interpret data to find opportunities to improve the Customer Experience and work cross-functionally inside and outside of the Global Customer Support organization. This role will also work closely on our Web & Subscription business including partnering with Sales and the vendor management team to optimize internal and external processes.


This position is an Individual Contributor role and reports to the Sr. Director, Tools & Supportability.


Responsibilities

  • Operates as Subject Matter Expert (SME) for assigned focus areas
    • Displays deep product and functional knowledge of their SME areas including contact drivers, open bugs, case routing, and team mentorship
    • Serves as the final escalation point for their functional areas within Global Customer Support, and provides direct Customer interaction as needed
    • Creates material in partnership with the Support Readiness team to share technical knowledge, release updates, process improvements, and troubleshooting steps for assigned products and features for internal Support and Customer audiences
    • This role is successful when we reduce the top case drivers for their area of expertise, improve efficiency in Global Support, and increase Customer Satisfaction
  • Identifies and delivers Supportability solutions
    • Work cross functionally to represent the Customer Experience and drive measurable improvement with other departments including Engineering, Product, BPOs, and Sales
    • Identify, Define, Measure, Analyze, and Scope opportunities to improve the overall support experience and Customer journey using qualitative and quantitative data
    • Manages business, functional, and technical requirements as well as traditional project management functions to track initiatives and provide updates on progress and results

Basic Qualifications

  • 8+ years of experience in Program Management or Supportability
  • Demonstrated experience influencing others to drive change, convey Customer objectives, and articulate department vision and strategy
  • Extensive understanding of project and release management principles including agile development processes
  • Ability to work with all levels of the organization from frontline support and technical resources to senior leadership
  • Strong Excel analytical skills
  • Excellent written, verbal, and presentation skills
  • BA/BS degree

Preferred Qualifications

  • 8+ years of experience in Program or Product Management roles
  • Background in vendor management or Customer Support BPOs
  • Customer Support experience, preferably in a technical or SaaS environment
  • Product Management or UX/UI experience
  • Six Sigma Greenbelt or higher
  • PMP or PgMP Certification

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
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • HTMLLanguages
    • CSSLanguages
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • Adobe Creative CloudDesign
    • PrincipleDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • SaleshoodCRM
    • 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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