Support Vendor Manager

Há 1 mês

Brasil DocuSign, Inc. Tempo inteiro
Job Title: Support Vendor Manager

At DocuSign, Inc., we're committed to building trust and making the world more agreeable for our employees, customers, and communities. We're seeking a highly skilled Support Vendor Manager to join our team.

Job Summary

The Support Vendor Manager is responsible for driving Vendor Strategy, Enablement, and Delivery across our suite of products and services. This individual will own service metrics and operate monthly business reviews. The ideal candidate should possess experience in outsourcing services, scaled operations, and be a proven leader in the Vendor Management space.

Key Responsibilities
  • Lead delivery operations with a vendor partner, responsible for a team of outsourced support experts who deliver proactive and reactive support to customers and partners.
  • Meet or exceed operational and team core support metrics including but not limited to Customer Experience, contractual Service Level, and Resolution.
  • Contribute to Vendor Quality Management Framework (QMF), standardizing, improving, and measuring how we deliver an impactful, predictable, and repeatable support experience to our Customers while improving our Support Expert experience for our vendor partners.
  • Incorporate and adopt the use of data and automation as part of the support delivery processes and customer experience.
  • Leverage internal and external knowledge to resolve customer issues.
  • Partner with tools, supportability, readiness, and knowledge management fields to optimize and automate support processes to provide the best customer and partner support experience.
  • Partner with engineering and product management to handle critical situations and incidents proactively and reactively.
  • Partner with supportability to provide product feedback and carry the voice of customers and partners.
  • Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment.
  • Champion customer issues within the organization to build the best customer experience to define and build the way DocuSign delivers support.
  • Partner with Global internal teams (Sales, Billing, etc.) to drive resolution on behalf of the customer.
  • Be responsible for creating and maintaining Billing documentation.
  • Represent the team in cross-functional Billing and Accounts Receivable projects.
  • Handle escalated and complex Billing scenarios for Direct and Digital Customers.
  • Act as Subject Matter Expert for all Billing and Accounts Receivable inquiries and Billing systems of record.
Requirements
  • 5+ years of experience as part of a support or operation delivery organization.
  • 5+ years team management experience, FTEs or vendors, with the ability to coordinate delivery activities, implementations, and change.
  • 1+ years in the cloud and/or SaaS industry including the use of data and tools (automation) to enable customer success and operational scenarios.
  • 3+ years of experience with internal or external customer-facing roles.
  • 3+ years of Billing and Payments experience.
Preferred Qualifications
  • B.A. or B.S. bachelor's degree in a technical discipline preferred but not required.
  • Experience leading the performance of an outsourcing partner.
  • Ability to interact with and influence all levels of the business.
  • Proven track record contributing to organizational vision and planning execution of projects.
  • Industry-accepted Agile framework certification.
  • Multi-lingual in Docusign supported languages.
  • Strong collaboration skills which are a focal component of this role, with audiences that include executives, peers, and customer engagements.
Life at DocuSign

We're committed to building trust and making the world more agreeable for our employees, customers, and communities. 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 that, you'll be loved by us, our customers, and the world in which we live.

Accommodation

DocuSign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [insert contact information].

If you experience any issues, concerns, or technical difficulties during the application process, please get in touch with our Talent organization at [insert contact information] for assistance.

Applicant and Candidate Privacy Notice

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