Our customer success and professional services team is the largest organization in the world focused entirely on agreement processes and technologies.
We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly.
And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done.
As part of our global team of Agreement Experts in professional services, customer success management, learning and enablement, and customer support you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.
The Senior Product Consultant role is a customer-facing fee-earning professional services delivery role, responsible for delivering fully functional, high-value Agreement Cloud solutions to clients in a timely and cost-effective manner.
Our Product Consultant (PC) team configure and implement the DocuSign / SpringCM core product, as well as the core pre-built connectors for other applications such as Salesforce and Microsoft.
This is a highly visible and influential position; although it is an individual contributor role, a Senior PC is responsible for giving direction to the customer’s project team, outlining a compelling vision, sense of purpose whilst ensuring exceptional commercial control.
Internally they operate as a mentor and role model to more junior team members.
A PC owns the creation of product sandbox environments, workflows and templates in line with customer requirements, whilst also ensuring that best practice design futureproofs the solution and results in maximum adoption and customer success.
On larger engagements, the Senior PC will work seamlessly alongside Project Managers, Solution Architects and more Technical Consultants, who are responsible for implementing and assuring more complex integrations.
For smaller engagements, the Senior Product Consultant will be responsible for leading and delivering the whole engagement, undertaking core PM activities, including the customer kick-off, project planning, status reporting and managing deployment to production and then through to project completion.
This person should have extensive experience in complex business process re-engineering, mature project delivery acumen, experience of Agile implementation methodologies, should possesses good technical skills and should exhibit passion and a sense of urgency for delivering extraordinary levels of client satisfaction.
Design to Deployment
Providing leadership and governance on both the solution design and the project journey
Working with clients to understand business processes and gather user stories.
Undertaking formal discovery sessions to formally capture requirements and create a Backlog
Process mapping the As-Is’ process and, taking a user-centered design approach, create the re-engineered To-be’ business process.
Taking a hands-on approach to build and configuration of the new solution
Operating an iterative agile approach that ensures frequent review and feedback from business process owners and end- users.
Executing in accordance with the DocuSign Service Delivery methodology, ensuring core deliverables meet the highest standards.
Ensuring controlled migration from development / test environments and into Production.
Ensuring core users (admins) and end-users are appropriately trained preparing bespoke training materials as required.
Where there is a DocuSign University engagement, ensuring trainers are brought into the project at the right time and are briefed on the customer environment and new business process.
Creating of test cases / scripts and providing assistance in UAT efforts
Ensuring formal handover from the Professional Services to the Support function
Exceptional stakeholder management throughout, of both customer and internal resources
Customer facing project management responsibilities for smaller projects managing to time, cost quality. Ensuring there is no scope creep and initiating change requests as required.
Commercial control of business and financial risks, and monitoring and reporting of burn-rate (internally and externally)
Effective management of customer expectations and escalations
Compliant Professional Services Automation (PSA) system management, in accordance with requirements specified by finance and resourcing teams.
Continuous Improvement and Collaboration
Conducting effective retrospective reviews, harvesting lessons learned and refining approaches accordingly.
Responsible for driving the development of an internal library’ of best practice content
Providing mentoring and support to new colleagues
Providing technical oversight of partner resources
Effective interoperability with adjacent teams Sales Teams, Engagement Managers, Customer Success Managers and other Professional Services Colleagues.
Proactively keeping them updated on progress and issues.
Responsible for blueprinting the profile of a Senior PC role within a rapidly expanding vanguard region
Ability to flex and switch between smaller configuration projects and large-scale development programmes.
Supporting the attainment of a 75% revenue conversion target
Meeting an individual utilization target of 75%
Required to travel c.25% of time
Proven track record of delivering core product solutions in a customer facing role
Experience of delivering SaaS products
Experience of working within Agile and Waterfall frameworks.
Proven track record of working on multiple projects simultaneously and managing expectations and priorities.
Experience of working with C-level customer stakeholders
Experience of working alongside partner organizations and System Integrators and exposure to release management processes.
Experience of using MS Project and / or other project management tools
Ability to draft and delivery formal and informal presentations to technical and non-technical audiences
Strong verbal, written, and interpersonal communication skills as well as the ability to communicate effectively with individuals at all levels of the organization
Fluent French and English
Experience of operating with considerable autonomy, including advising and mentoring other colleagues on their projects.
Experience of working independently or as a part of a team and self-motivated
Exposure to Business Process Management Tools
Project Management qualification(s)
Ability to write user stories, requirement documents, functional specifications, test cases and technical reports and procedures