Senior International Onboarding Consultant

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

📋 Description

• Oversee a portfolio of customer engagements while maximizing return on investment in the Docusign platform.

• Provide technical onboarding focused on customer adoption, enablement, use-case identification, workflow enhancement, and product guidance.

• Act as the post-sale service team dedicated to effective customer onboarding and product configuration.

• Ensure a top-tier onboarding experience that quickens the time to first value.

• Manage onboarding initiatives from initiation to project completion, ensuring adherence to scope, timelines, and defined outcomes.

• Identify customer needs and business goals, tailoring solutions to meet them.

• Spot opportunities to enhance customer value, feature adoption, and product growth.

• Analyze customer workflows to uncover optimization possibilities.

• Handle a multi-customer workload, conducting customer interactions through Zoom calls, phone calls, and email.

• Monitor customer utilization goals and utilize necessary tools and playbooks for onboarding tracking.

• Present information and resources using designated materials.

• Suggest self-service resources and online training options.

• Assist customers in developing and testing use cases, empowering them to become self-sufficient post-implementation.

• Proactively address risks and expedite time to live.

• Manage high-volume projects, document notes, time entries, and project status reports.

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

• Stay updated on current product, platform, and partner technology through enablement and knowledge-sharing activities.

• Contribute insights from customers and specific verticals to enhance the Customer Onboarding program and overall customer experience.

• Engage with customers in North America and LATAM.

• Troubleshoot product issues and devise innovative solutions.

• Lead and collaborate on onboarding or customer-specific projects.

• Assist colleagues and managers with customer-related challenges.

• Mentor and nurture less experienced team members.

⛳️ Requirements

• Bachelor's Degree.

• Over 5 years of customer service experience in the Software as a Service Industry.

• Proficiency in business-level written and spoken English.

• Fluent or native proficiency in Portuguese and Spanish.

• Experience in customer-facing, advisory, support, or consulting roles.

• 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 experience with 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 and/or hands-on experience with business process reengineering and change management methodologies.

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

• Ability to identify innovative strategies to boost customer technology adoption and usage.

• Capability to devise effective strategies and implement them with customers and internally.

• Strong time management and prioritization abilities.

• Ability to create and present materials to both technical and non-technical audiences.

• Excellent verbal and written communication skills.

• Competence in setting and resetting expectations while de-escalating customer situations.

• Active listening skills and the ability to leverage product knowledge to offer suitable solutions.

• Capacity to identify and document customer experience gaps, suggesting resolutions.

• Ability to make autonomous decisions.

• Capability to drive results and outcomes in alignment with customer and program objectives.

• Ability to meet deadlines for customer engagements and deliverables.

• Creative problem-solving skills in dynamic and evolving environments.

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

• Ability to engage with and influence individuals from contributors to executives.

🏝️ Benefits

• Remote work designation; employees are not required to be physically present in an office frequently.

• Commitment to an equal opportunity workplace.

• Reasonable accommodations provided for qualified individuals with disabilities.

• Religious accommodations available during the application process.