Rapid Adoption Scheduling Coordinator
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 Coordinator is responsible for assigning the appropriate resources for customer-facing on-boarding engagements. In this role, the individual drives the customer experience from point of sale to the consultant assignment.
The Scheduling Coordinator utilizes existing tools to assess customer needs, skill set required to support the workforce distribution plan and utilization targets to determine consultant assignments. This is a hands-on role, interacting with consultants, technical resources, sales & practice leaders.
Core performance goals for this role are:
Accelerate time from sale to scheduled on-boarding call
Decrease the number of unscheduled customers drop-out rates
Identify, and flag customers who dont schedule dont engage, for account team follow up.
This position is an individual contributor reports directly to the RAP Resource Coordination Manager.
Project setup/configuration in the PSA (Financial Force) tool: (15%)
Work to ensure projects are consistently set up in Financial Force with accurate setup/configuration Operational
Liaise with the Rapid Adoption leadership team, Sales and Consultants to fulfill daily resource requests: (15%)
Act as a point of contact for sales from the initial close of sale to the assignment of the consultant
Engage with sales when/if clarification on engagement is needed
Engage with Rapid Adoption consultants and leadership as necessary to understand workload and balance project assignments
Provide feedback into Rapid Adoption leadership as issues with project assignment arise
Project assignment: (60%)
Review scope of project and assign projects to correct resources
Identify areas of opportunity for underutilized resources
Assess utilization & consultant skill set and drive desired results through engagement assignment
Risk mitigation: (10%)
Proactively identify concerns or issues with customer expectations, deliverables & resourcing challenges
Assess and help mitigate resource constraints
Highly organized individual with a strong ability to handle a high volume of work in a fast-paced environment
Ability to assess project scope and assign resources accurately, sometimes requiring creativity in solving for volume and capacity challenges
Results-driven individual who can meet and exceed SLAs put forth for timely project assignment
Understands the criticality of the initial scheduling and customer engagement
Strong written and verbal communication skills
Ability to be understanding and collaborative when working with internal customers, while driving towards results and adhering to policies and procedures
Strong customer service skills with the ability to prioritize internal customer inquiries and/or needs
2+ years of professional business experience
Associates/Bachelors Degree or relevant experience
Experience with resource management/project scheduling in a customer-facing environment, ideally in a technology organization such as a customer contact center or consulting team
Demonstrated ability to handle a high volume of scheduling in a fast-paced environment
Customer- engagement experience communicating via email with customers
Experience utilizing a scheduling/PSA tool is beneficial
Experience with scheduling and/or reservations of consumer services
Office tools including PowerPoint, Word, Outlook and Excel
Slack collaboration tool
Experience with WebEx Virtual conference tool
Strong organizational skills; attention to detail
Excellent communication skills
Customer service skills
Strong time management
Collaborative working style
Excels in a structured and defined environment
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.