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 Customer Success Resource Management Office (RMO) is responsible for staffing and resourcing customer-facing Services engagements as well as territory assignments of Customer Success Management resources. In this role, The RMO Director will use in-depth experience and expertise of personnel and resource management to support the DocuSign Customer Success (CS) teams including Professional Services, Global Learning and Onboarding and Customer Success Management. They will ensure effective planning, management, and allocation of DocuSign internal and subcontracted external resources. They will manage and continuously improve resource management processes, build our subcontract partner ecosystem and ensure operational effectiveness allowing the CS business to be more efficient leading to improved project and customer outcomes. They will also be involved in monthly meetings with the Customer Success Leadership teams to provide management data and interpretation of forecasted resource supply and demand, and recommending actions (hiring, training, reductions, etc.) for management decisioning; this also includes conducting weekly or bi-weekly meetings with managers and other service delivery leads to collect and validate updated staffing information

This role will lead a team of Resource Managers driving operational excellence and ensuring our Customer Success organization meets their financial and business objectives.

This position is a people manager role reporting to the Sr. Director, Services Strategy & Operations.

Responsibility

• Champion, lead, mentor the Customer Success resource management function
• Engagement in the long term strategy for the RMO Office aligning to Customer Success leadership strategy
• Develop operational framework to support DocuSign Customer Success and Services
• Strategy across our direct services and partner ecosystem
• Drive the Leadership Interlock process across all global lines of business
• Collaborate with stakeholders to define resource coverage, capabilities, governance, and metrics to manage business performance
• Provide workload balancing, prioritization, resource scheduling, and integration of resources into multiple projects and customer books of business in order to maintain optimal utilization of resources and customer success
• Investigate and recommend systems, tools, and processes to support and enable quality and timely staffing
• Create and manage relationships with vendor and subcontract partners who can provide staffing resources; for each offering, manage preferred partner list based upon past performance and other appropriate measures
• Drive business requirements of the resource management tools and process in support of Services Sales, Services Delivery and Customer Success Management. Drive adoption of forecasting tools and dashboards
• Manage all staffing issues through case management, review trends in problems, and help prioritize fixes to ensure world class Customer Success experience

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

• Bachelor’s degree
• 12 years in a Senior Leadership role with proven experience across program management, consulting, resource management, or partner management
• Experience in leading an RMO in a software organization, such as leading multiple disciplines, products, or regions
• Experience working in a matrixed, enterprise organization with multiple systems to direct and steer cross-functional teams and ensure quality and accountability
• Experience with multitasking, to produce a high volume of accurate deliverables with tight deadlines and work with geographically distributed teams
• Strong analytical and problem solving skills with the ability to drive conflict resolution
• Experience with recognizing patterns in data, translate into visuals, and build stories from the insights to drive action
• Excellent partner management and presentation skills
• Deep expertise in working with Salesforce and PSA tools

Preferred

• MBA or Masters Degree
• RMCP® certification 
• Experience in contract management
• Management skills including leadership, autonomy, ownership, adaptability, self-motivation, highly organized, very detail-oriented, and working well under pressure
• Strong business sense; ability to learn quickly about company business and related strategic growth and profit drivers
• Roll up your sleeves attitude to stand up new programs and enhance existing programs
• Advanced knowledge of multiple software systems: Salesforce, Certinia, FinancialForce, Google Suite, and project management software

Wage Transparency

Based on applicable legislation, the below details pay ranges in the following locations:

California: $146,800.00 - $235,025.00 base salary

Illinois and Colorado: $139,800.00 - $197,400.00 base salary

Washington and New York (including NYC metro area): $139,800.00 - $207,325.00 base salary

This role is also eligible for bonus, equity and benefits.

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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

DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including if you need accommodation to properly utilize our online system, you may contact us at accommodations@docusign.com.

If you experience any technical difficulties or issues during the application process, or with our interview tools, please reach out to us at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

States Not Eligible for Employment

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

EEO Statement

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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