Rapid Adoption Scheduling Coordination Manager
Customer Success & Support I Seattle, Washington
Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.
The Rapid Adoption Program provides onboarding, enablement and basic consultative guidance to support the customers rapid deployment of DocuSign and modernization of their System Of Agreement, which takes the customer through a journey of Prepare, Sign, Act & Manage.
The Scheduling Manager is responsible for managing a team of scheduling resources who assign customer-facing on-boarding engagements. In this role, the manager oversees the operational efficiency and management of the day to day scheduling and reporting efforts of the team.
Ensuring the team is meeting defined business goals and performance targets associated with accelerating time from sale to assignment of the customer to the appropriate adoption consultant. Uses tools and technology to manage scheduling and reporting. The manager will This is a management role that will work closely with consultants, sales & practice leaders.
Core performance goals for this role are:
Manage the scheduling team to defined performance metrics and defined outcomes
Provide day to day oversight and performance management for the team of schedulers
Consolidate and communicate reports including assignment productivity-performance, customer drop out rates and trends and customer risk reports
This position is a People Manager reports directly to the North America RAP.
Team Management: (50%)
Provides management structure, oversight and day to day support of the scheduling team.
Conducts regular 1:1 and coaching to team
Oversees day to day performance
Acts as escalation point for issues or challenges
Acts as advocate for team
Interacts cross functionally on behalf of the team
Supports employee development
Drives a positive culture
Operational Oversight: (25%)
Establishes operational structure and processes
Manages to the processes
Leverages key tools to manage the business
Ensures team leverages tools and follows guidelines outlined
Metrics and Reporting: (15%)
Establish performance metrics
Deliver key risk reporting and metrics to key sales field teams
Communicate and engage with RAP Director and leaders about metrics and performance metrics
Manage day to day administrative tasks
Provide reporting as needed to RAP NA Director
Highly organized manager with a strong ability to handle a high volume of work in a fast-paced environment; works proactively.
Understand load/resource balancing and utilization goals
Results-driven and understands the criticality of time from sale to scheduling
Focused on SLAs with key stakeholders and on key performance metrics
Superior verbal and written communication skills
Ability to communicate to senior leadership regarding the business and results.
Strong customer service focus; drives a culture of customer first
Able to analyze situations and problems and identify solutions to solve.
Sees challenges and problems as an opportunity
Comfortable with making decisions and ownership of the results
Takes responsibility for the business and outcomes both positive and challenging
Understand how to drive an Accountability culture
Drives a people first leadership approach
Supports development and growth of team via development plans and coaching
Provides timely, relevant and specific feedback.
Excellent organizational skills
Ability to manage multiple priorities at one time
Attention to detail
5+ years of professional business experience ideally in a technology organization
2+ years of people management experience
Experience managing a team of resources in a fast paced environment in a technology services organization is a plus
Experience with managing a resource delivery business and load/resource balancing
Experience with people talent development
Technology skills and experience using professional services automation and reporting tools
Experience developing metrics and reporting
Engaging with senior leadership; presenting business results
Excellent people management skills
Strong decision maker
Outstanding organizational skills
Strong organizational skills; attention to detail
Superior communication skills
Customer Success & Support @ DocuSign
At DocuSign, we measure our success by our customers success. We collaborate with our customers to help them leverage their use of our products for maximum impact. Our global Customer Success and Support team provides consulting services and technical support on-site and over the phone support.
We ensure that all our customers are satisfied, and are DocuAdvocates. You are the eyes and ears of our company and provide insightful customer feedback to the rest of the organization so we can improve the user experience and make it one that consistently exceeds expectations.
DocuSign is changing how business gets done by empowering hundreds of thousands of customers and tens of millions of users in most countries around the world to sign, send and manage documents anytime, anywhere, on any device with confidence. DocuSign replaces printing, faxing, scanning and overnighting documents with the easiest, fastest, most trusted way to make every approval and decision digital.
Organizations of all sizes and industries are accelerating contracts, approvals and workflows with DocuSign's Digital Transaction Management (DTM) platform and eSignature solution. DocuSign keeps life and business moving forward.
DocuSign is an Equal Opportunity Employer. Individuals seeking employment at DocuSign are considered without regards to 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, citizenship status, or any other legally protected category.