Director, Digital Transformation Consulting

Company Overview

Docusign brings agreements to life. More than 1.8 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using the Docusign AI-native IAM platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Director, Digital Transformation Consulting is a high-impact role responsible for managing key aspects of the customer lifecycle, focused on strategic engagement and the co-development with the customer of strategic transformation initiatives pertinent to the Docusign platform. The Director is a proven leader with a track record of scaling SaaS organizations. This individual will execute on the strategy necessary for achieving customer platform adoption across the customer base.

This leader will drive their organization's strategy and manage the overall performance of people and processes to achieve the highest levels of customer growth, engagement and satisfaction. This individual will be a customer-first leader, dedicated to continuing to improve the customer experience through their intentional playbooks and processes. Additionally, this individual will excel and champion cross-functional initiatives building strong alignment with key business partners.

This position is a people manager role reporting to the Senior Director, Enterprise Customer Success APJ.

Responsibility

• Execute their team's vision and strategy and manage the overall performance of people and process to achieve the highest levels of engagement, growth and satisfaction for our customers
• Execute scalable processes and playbooks that drive the team's metrics forward
• Champion cross-functional initiatives to maximize customer adoption outcomes
• Partner closely with leaders from across the Docusign ecosystem, driving unified initiatives forward
• Serve as a customer escalation point for their team in customer engagements, protecting and enhancing customer trust
• Set the culture, pace and expectations for their teams
• Perform adhoc duties as directed by Management
• Orchestrate the definitive guidance and high-level coaching of internal and partner ecosystems, driving unparalleled project efficiency across the most complex, global, and matrixed digital transformation initiatives
• Command the design of enterprise-wide, multi-program architectures, securing consensus at the highest echelons of global organizations and unifying Docusign's largest cross-functional and partner teams
• Architect and master the flawless execution of multi-year, multi-billion-node transformation roadmaps, migrating legacy ecosystems to the Docusign IAM platform with peak operational efficiency across vast, concurrent program portfolios
• Engineer and govern mission-critical KPIs and ROI frameworks, identifying futuristic, market-disrupting opportunities to evolve Docusign's global Customer Success strategy and operational DNA
• Act as a master-level mentor and elite coach to the DTC community and cross-functional teams, institutionalizing best-in-class implementation standards and strategic resource planning
• Lead visionary, cross-functional long-range initiatives to conceptualize and incubate novel, futuristic products and services that secure Docusign's long-term competitive advantage and market leadership

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation.

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 bring

Basic

• BA/BS degree
• 15+ years of experience in a business and technical consultative role with executive level interaction
• 12+ years of external customer facing experience in a SaaS or Professional Services environment
• Experience leading design and delivery for the largest and most prominent global, multi-program matrixed organizations
• Experience resolving situations that are broadly defined, complex, and unprecedented with maximum autonomy
• Experience with global eSignature regulations (e.g., eIDAS, UETA, ESIGN) and d