Senior International Onboarding Consultant

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide an exceptional customer onboarding experience that speeds up the time to first value and assists customers in deploying their initial use cases.

• Lead onboarding initiatives from the project kick-off to completion, ensuring that they are delivered within scope, on schedule, and meet defined objectives.

• Understand customer needs and business goals, customizing solutions accordingly.

• Identify ways to enhance customer value, promote feature usage, and facilitate product expansion with an understanding of the Docusign platform.

• Analyze customer workflows to find optimization opportunities.

• Manage a workload involving multiple customers while achieving defined outcomes.

• Execute customer-facing tasks through Zoom calls, phone calls, and email correspondence.

• Monitor and achieve customer utilization targets.

• Adhere to established playbooks and necessary tools for tracking onboarding progress.

• Deliver information and resources utilizing approved materials and strong presentation abilities.

• Suggest self-service resources and online training options.

• Assist customers in developing and testing use cases.

• Act as a thought leader, customer advocate, and partner to clients.

• Empower customers to be self-sufficient post-implementation.

• Proactively address risks and expedite the time to live.

• Oversee a large volume of projects, including note-taking, time tracking, and project status updates.

• Collaborate with Support, Sales, Product Management, and other cross-functional teams.

• Stay updated on product features, functionalities, platform changes, and partner technologies.

• Provide customer and industry insights to enhance the Customer Onboarding program and overall customer experience.

• Engage with customers in North America and Latin America.

• Diagnose product issues and develop innovative solutions.

• Lead and collaborate on onboarding initiatives or projects on the customer side.

• Support colleagues and managers in addressing customer concerns.

• Mentor and nurture the development of less experienced team members.

⛳️ Requirements

• Bachelor’s Degree.

• Over 5 years of customer service experience within the Software as a Service sector.

• Proficient in written and spoken English at a business level.

• Fluent or native proficiency in Portuguese and Spanish.

• Background in a customer-facing, advisory, support, or consulting delivery role.

• Strong technical skills and understanding of adult learning principles, especially in software.

• Experience in implementing, onboarding, or training within the Software as a Service industry.

• Previous use of Project Management software or Salesforce.

• Extensive experience in Project Management or Coordination with a proven history of successful project delivery, including managing multiple projects simultaneously.

• Knowledge of business process reengineering and change management methodologies, along with practical experience.

• Experience in managing customer adoption, reducing churn, and/or driving expansion opportunities throughout the customer lifecycle.

• Proven ability to discover new and innovative methods to enhance customer technology adoption and usage.

• Capability to develop effective strategies, both with customers and internally, and execute them.

• Excellent time management and prioritization abilities.

• Proficient in crafting and delivering messages and presentations to both technical and non-technical audiences.

• Strong verbal and written communication and presentation skills.

• Ability to set and reset expectations appropriately and de-escalate customer situations.

• Active listening skills to comprehend the customer’s business challenges or goals and leverage product expertise to provide optimal solutions.

• Identify gaps affecting the customer experience, document them, and propose possible resolutions.

• Ability to make independent decisions.

• Proactively drive key achievements and outcomes as specified by the customer in line with the program framework.

• Meet deadlines for customer engagements and deliverables.

• Creative problem solver capable of navigating confidently through ambiguity and change.

• Subject matter expert in a specific industry, including familiarity with relevant regulatory and compliance requirements.

• Ability to engage and influence individuals at all levels, from team members to executives.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities during the job application process.

• Religious accommodations available during the application procedure.