What you'll doThe Docusign Strategic Customer Success Account Manager (CSAM) is a high-impact, multi-faceted position, responsible for owning a portfolio of strategic accounts and renewals in an assigned territory. The Strategic CSAM serves as a customer adoption advisor, driving a return on our customers' investment in Docusign and unlocking further digitalization. Within their defined territory, the Strategic CSAM is responsible for developing and driving effective customer success and value strategies, identifying growth opportunities, negotiating favorable renewal terms, and providing insights to the business and customers that improve future outcomes. The Strategic CSAM is a critical member of the Account team, working in collaboration with our Sales Team (Account Executives). The ideal Strategic CSAM candidate will drive accountability with themselves and their business partners, thriving in a fast-paced environment.
This position is an individual contributor role reporting to the Senior Manager, Customer Success Account Management.
Responsibility- Prevent risk and drive growth in our top customers through early engagement, driving value, engaging with key collaborators and mapping our customers to our executives as measured by renewal outcomes
- Achieve financial and strategic revenue, bookings and billings targets
- Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies, up to and including Executive Engagement
- Own and implement win/win negotiation strategies for Docusign's strategic renewals while protecting and enhancing customer trust
- Conduct regular business reviews with our customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives
- Be accountable for the full adoption strategy, using key partners across the Docusign ecosystem to deliver comprehensive paths for success
- Serve as the primary point of contact and facilitation on behalf of our customers for any escalation concerns
- Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
- Discuss and advise on core functionality and features beyond the fundamentals, and be able to effectively communicate the art of what is possible
- Act as a Docusign expert for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment
- Improve account growth by taking a major role within the account team, helping to identify incremental growth opportunities within the account, and involving the appropriate internal resources where applicable
- Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
- Travel occasionally to build customer relationships and improve overall partnership, up to 10%
- Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting
Job DesignationRemote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.
What you bringBasic- 8+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
- Experience with quota-carrying roles and proven history of meeting key performance indicators
- Experience with deal negotiation cycles with a successful track record, experience navigating across internally and with the customer in a trusted advisor/consultative approach and establishing credibility quickly with senior level executives across the organizations
- BA/BS degree or equivalent work experience
Preferred- Strong contract negotiation skills with experience driving high value contracts to completion on-time
- Experience with leading an adoption strategy across organizations, serving as a change agent for the customer
- Ability to demonstrate a strategic approach to enable persuasive value conversations with customers at an executive level
- Ability to interact with and influence all levels from individual contributors to executives
- Ability to react and adapt to potential rapid shifts in priorities
- Strong level of urgency, organization and prioritization skills
- Salesforce experience
- Excellent written and verbal communication skills
- Ability to conduct value analysis around ROI
Wage TransparencyPay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
Based on applicable legislation, the below details pay ranges in the following locations:
California: $111,000.00 - $158,400.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $104,200.00 - $151,075.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $104,200.00 - $152,700.00 base salary
Washington DC: $111,000.00 - $152,700.00 base salary
Ohio: $100,400.00 - $145,550.00 base salary
This role is also eligible for the following:
- Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
- Stock: This role is eligible to receive Restricted Stock Units (RSUs).
Global benefits provide options for the following:
- Paid Time Off: earned time off, as well as paid company holidays based on region
- Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
- Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
- Retirement Plans: select retirement and pension programs with potential for employer contributions
- Learning and Development: options for coaching, online courses and education reimbursements
- Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events
Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.
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