Customer Success Account Manager

Docusign provides intelligent agreement management and e-signature solutions that help organizations create, manage, and gain value from agreements. The Customer Success Account Manager owns a portfolio of accounts and renewals, drives customer adoption and value, identifies growth opportunities, negotiates renewals, and collaborates with sales and other internal teams.

Responsibilities:

• Prevent risk and drive growth in our customers through engagement, driving value, engaging with key collaborators as measured by renewal outcomes
• Achieve financial and strategic revenue, bookings and billings targets
• Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies
• Own and implement win/win negotiation strategies for Docusign's strategic renewals while protecting and enhancing customer trust
• Conduct select business reviews with critical customers to ensure that they are adopted and deriving value from our product, and we are aligned with our customers primary objectives
• Serve as the primary point of contact and facilitation on behalf of our customers for any issue concerns
• Collaborate with internal resources such as, but not limited to, Sales, Customer Success, Pricing, Legal, Revenue Operations and Product Management to develop growth and risk mitigation strategies for key accounts
• Evaluate your portfolio and effectively analyze usage, health, data, and behavioral patterns to prioritize time to render the most favorable outcomes for the customer and Docusign
• Follow and adhere to best practices for all internal processes including, opportunity management, data quality and accuracy, CRM hygiene, quotes and forecasting

Requirements:

• 3+ years of experience within Sales, Renewal Management, Account Management and/or Customer Success
• Experience with quota-carrying roles and meeting key performance indicators
• Experience with deal negotiation cycles
• Experience navigating internally and with the customer in a consultative approach
• BA/BS degree or equivalent work experience
• Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship
• Experience within SaaS offerings
• Contract negotiation skills with experience driving contracts to completion on-time
• Experience with deal negotiation cycles with a successful track record, ability to navigate across internally and with the customer in a trusted advisor approach
• Experience with supporting adoption across organizations, serving as a change agent for the customer
• Ability to react and adapt to potential rapid shifts in priorities
• Urgency, organization and prioritization skills
• Salesforce experience
• Written and verbal communication skills