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International Onboarding Consultant

4 meses atrás

Sao Paulo, Brasil DocuSign Tempo inteiro

**Company Overview**:
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

**What You'll Do**:
The Onboarding Consultant is typically the customers’ first experience with the product and company. Passion for customers, professional maturity, technical fluency, excellent verbal and written communication, strong presentation skills, and ability to manage a high volume of projects at different stages while enabling customers to adopt change is critical in this role.

This position is an individual contributor role reporting to the Manager, Onboarding.

**Responsibility**
- Deliver a best-in-class customer onboarding experience which accelerates a customer’s time to first value and provides guidance and best practices to help customers quickly meet their business needs and deploy their initial use case
- Drive the onboarding engagement from kick-off to project completion, ensuring that the customer has an outstanding experience, projects are delivered within scope, on time, and to defined outcomes
- Discover customer needs and business objectives and tailor solutions that meet customer needs
- Have strong time management and prioritization skills to balance a multi-customer workload and meet defined outcomes
- Track and meet expectations around customer-utilization targets
- Follow a defined playbook and use required tools to track customer onboarding
- Interact with customers via verbal and written communication, and present key information and resources using prescribed presentation materials and superior presentation skills
- Understand and recommend self-service resources and online trainings that meet customer needs
- Guide customers in the build and testing of their use case
- Mitigate risks proactively to ensure timely execution and to accelerate “time to live”
- Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
- Engage with cross-functional teams as needed to complete customer projects and/or drive program initiative
- Stay current on product features and functionality, platform changes and partner technologies by attending enablement sessions, product release meetings and knowledge share sessions, and other enablement activities to improve product knowledge
- Contribute to the growth and evolution of the Customer Onboarding program by sharing customer or vertical insights during meetings and drive new ways to improve the customer experience and/or drive better enablement for adoption

**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)

**What You Bring**:
**Basic**
- Bachelor’s Degree
- 2+ years of customer service experience
- Fluent in verbal and written English

**Preferred**
- Technical aptitude and ability to learn and teach software
- Experience implementing, onboarding or training in the Software as A Service Industry
- Prior experience using Project Management software and/or Salesforce
- Project Management or Coordination experience, including managing a high volume of projects at the same time
- Strong time management and prioritization skills
- Ability to develop and deliver messages and presentations to technical and non-technical audiences
- Strong verbal and written communication skills
- Ability to properly set and reset expectations with customers.
- Active Listening skills to understand the customer’s business problems or objectives and leverage product knowledge and experience to provide the best solution to meet their needs.
- Identify gaps that impact the customer experience, document them, and recommend potential resolutions
- Ability to make decisions autonomously
- Proactively drive key milestones and outcomes as outlined by the customer and in alignment with the program framework.
- Meet deadlines for customer engagements and deliverables

**Life At DocuSign**:
**Working here**

DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for tha