Support Vendor Manager

2 semanas atrás

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

Job Summary:

We are seeking a highly skilled Support Vendor Manager to join our team at DocuSign, Inc. The ideal candidate will have experience in outsourcing services, scaled operations, and vendor management.

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
* 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

About Us:

At DocuSign, we are committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. We strive to create an inclusive and diverse environment where everyone has the opportunity to succeed, be heard, and build lasting relationships. If you are passionate about delivering exceptional customer experiences and want to be part of a dynamic team, please apply for this exciting opportunity.

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