Strategic Customer Success Account Manager

This is a fully remote position, open to applicants in District of Columbia.

📋 Description

• Mitigate risks and foster growth within our key customer accounts through proactive engagement, delivering value, collaborating with essential stakeholders, and aligning our customers with our executives, as indicated by renewal performance.

• Meet financial and strategic objectives regarding revenue, bookings, and billings.

• Maintain and revise an ongoing forecast for your territory and inform internal teams of any renewal risks to devise resolution strategies, including Executive Engagement when necessary.

• Lead and execute win/win negotiation tactics for Docusign's strategic renewals while safeguarding and enhancing customer trust.

• Conduct regular business evaluations with our customers to confirm their product adoption and value realization, ensuring alignment with their primary goals.

• Take responsibility for the complete adoption strategy, utilizing key partners within the Docusign ecosystem to provide comprehensive success pathways.

• Act as the main point of contact for our customers regarding any escalation issues.

• Collaborate with internal teams such as Sales, Customer Success, Pricing, Legal, Revenue Operations, and Product Management to formulate growth and risk mitigation strategies for key accounts.

• Discuss and advise on core functionalities and features beyond the basics, effectively conveying possibilities.

• Serve as a Docusign authority for our customers, identifying process gaps and coordinating with Docusign resources to ensure successful adoption and deployment.

• Enhance account growth by taking an active role within the account team, helping to uncover incremental growth opportunities, and involving the necessary internal resources as needed.

• Assess your portfolio and thoroughly analyze usage, health, data, and behavioral trends to prioritize efforts for optimal outcomes for both the customer and Docusign.

• Occasionally travel to strengthen customer relationships and enhance overall partnerships, up to 10% of the time.

⛳️ Requirements

• Over 8 years of experience in Sales, Renewal Management, Account Management, and/or Customer Success.

• Background in quota-carrying roles with a demonstrated ability to meet key performance indicators.

• Proven experience in deal negotiation processes with a successful track record, navigating both internally and externally in a trusted advisor/consultative manner while establishing credibility with senior executives across organizations.

• BA/BS degree or equivalent professional experience.

• Strong contract negotiation capabilities with a history of successfully finalizing high-value contracts on schedule.

• Experience in leading adoption strategies across organizations, acting as a change agent for the customer.

• Ability to showcase a strategic approach to facilitate persuasive value discussions with customers at an executive level.

• Capable of engaging and influencing individuals at all levels, from entry-level contributors to executives.

• Adaptability to respond to potential rapid shifts in priorities.

• High urgency, organizational, and prioritization skills.

• Proficient in Salesforce.

• Exceptional written and verbal communication abilities.

• Competence in conducting value analysis regarding ROI.

🏝️ Benefits

• Paid Time Off: accrued time off along with paid company holidays depending on the region.

• Paid Parental Leave: up to six months off with your child following birth, adoption, or foster care placement.

• Comprehensive Health Benefits Plans: options for fully employer-paid health plans and minimal employee contribution plans from the first day of employment.

• Retirement Plans: options for retirement and pension programs with the potential for employer contributions.

• Learning and Development: opportunities for coaching, online courses, and education reimbursements.

• Compassionate Care Leave: paid time off following the loss of a loved one or other significant life events.