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Senior Customer Lifecycle Manager in San Francisco, CA



$200K - $250K*


Brand Marketing & Management


8 - 10 years

Job Description


  • Conduct discovery and opportunity analysis by understanding customer and internal business needs
  • Uncover opportunities for orchestrated customer experiences across DocuSign teams, including sales, services, support, marketing, and product.
  • Coordinate relationship and experience across all key customer-facing teams to create cohesive and linked program
  • Define audience personas and empathy maps to be used as tools for creating relevant and personalized experiences
  • Map customer journey through single stage of customer lifecycle, to drive outcomes for that stage
  • Design service blueprints to connect the various people, process, and technology required to execute on the journey stage steps
  • Identify and escalate gaps in the customer journey based on limitations or roadblocks with people, process, or technology; communicate the impact of solving for these gaps
  • Analyze customer usage and e
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Valid through: 2020-4-9

About DocuSign

DocuSign is a San Francisco- and Seattle-based company that provides electronic signature technology and Digital Transaction Management services for facilitating electronic exchanges of contracts and signed documents. DocuSign’s features include authentication services, user identity management and workflow automation. Signatures processed by DocuSign are comparable to traditional signatures based on the products compliance with the ESIGN Act as well as the European Union’s Directive 1999/93/EC on electronic signatures. The company has raised $443 million in financing since its founding in 2003. Tom Gonser founded DocuSign in 2003 after leaving NetUpdate, a company he founded in 1998 and ran as CEO until his departure. NetUpdate acquired several companies, including an early-stage e-signature start-up in Seattle called DocuTouch, founded by Mir Hajmiragha. DocuTouch held patents on Web-based digital signatures and collaboration, but had no material revenue. Upon leaving NetUpdate, Gonser negotiated the purchase of certain DocuTouch assets and started DocuSign. He tapped Eric Ranft as CTO and VP of engineering and Court Lorenzini as CEO.
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