Account Services Expert

**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 ideal Account Services Expert is an articulate specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies.
With strong business acumen and a customer-first mentality, the motivation to take initiative owning and resolving customer issues and inquiries is critical.
This position acts as the liaison between customers and all functional areas within DocuSign to resolve service, support, and billing inquiries.
This position is an individual contributor role reporting to a Support Manager of Account Services Management.
**Responsibility**
- Escalate issues quickly when deep, specific skills or other capabilities are required
- Use knowledge of the DocuSign Agreement Cloud to provide customer resolution and proactive customer recommendations
- Resolve customer issues including complex account, subscription and billing scenarios supporting subscription management
- Meet and exceed DocuSign Customer Support service level goals and Service Management key performance indicators (KPI)
- Partner with internal teams (e.g., Sales, Billing) to drive resolution on behalf of the customer
- Provide critical feedback related to improvements of the product and tools to impact customer experience
- Promote DocuSign products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs
**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 or relevant work experience
- 2+ years of Subscription or Sales Support experience including account maintenance, billing and contract, and administrative tasks
- Fluent in English
**Preferred**
- Ability to review, understand, and resolve complex issues
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Ability to collaborate with peers across the organization without friction
- High level of attention to detail and ability to adjust in uncertain situations
- Multi-lingual in DocuSign supported languages
- Professional experience within relevant industries for which DocuSign provides solutions
- Experience with or basic understanding of SaaS
**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 that, you'll be loved by us, our customers, and the world in which we live.
**Accommodation**
**Our global benefits**:
**Paid time off**:
- Take time to unwind with earned days off, plus paid company holidays based on your region.
**Paid parental leave**:
- Take up to six months off with your child after birth, adoption or foster care placement.
**Full health benefits**:
- Options for 100% employer-paid health plans from day one of employment.
**Retirement plans**:
- Select retirement and pension programs with potential for employer contributions.
**Learning & development**:
- Grow your career with coaching, online courses and education reimbursements.
**Compassionate care leave**:
- Paid time off following the loss of a loved one and other life-changing events.