Senior Manager, Partner Onboarding & Support

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 Senior Manager of Partner Onboarding and Support will lead a team of specialists who support our partner ecosystem and drive the review and onboarding new partners into our ecosystem. The lead will be the subject matter expert in the policies and processes of our partner program and GTM motions, responsible for owning and maintaining our support mechanisms and key back office administration of our go to market partner lifecycle, while helping identify and drive needed improvements to support a growing partner ecosystem. 

The lead will be responsible for overseeing the partnership onboarding processes from initial application and assessment of prospects' compatibility with DocuSign's standards to final decision-making on partnership approval, as well as support onboarding, including company ethics and compliance education. support our partners and internal stakeholders by overseeing our case management processes as well as through the execution of day to day program functions as executed by a team of Partner Operations Analysts, including improving the quality of our partner data, and supporting or driving the development of policy, process and operational documentation across all partner types.  The lead will develop operational excellence by supporting multiple cross functional initiatives with internal stakeholders that will bring simplicity, increase value, ensure quality and scale in support of a rapidly growing Org.

This role requires excellent task management skills, attention to detail, and a metrics driven approach to prioritization. In addition, the Sr Manager of Partner Onboarding and Support must be able to build relationships and trust across many of our internal organizations such as Legal, Revenue Operations, GTM Operations, Customer Support, Sales and Business Development. 

This position is people manager role reporting to Senior Director of Global Partner Operations.

 

Responsibility

• Manage a team of offshore specialists, including team capacity, and ensuring quality execution of Partner Onboarding, case support, and back-office program administration, such as partner data management, portal administration etc
• Responsible for partner application management, including approval, and initial onboarding (including compliance checks)
• Responsible for partner case management, review trends in problems, and help prioritize improvements to ensure world class partner experience
• Work with cross functional teams to ensure data integrity and single source of truth data is updated and timely so the business and tools that rely on this data run effectively
• Provision Partner Portal ensure partners have access to necessary tools and data for their operations
• Supporting partner program administration
• Streamline critical internal and external operational processes and tools
• Set and analyze key operational KPIs to identify areas of strength and improvement
• Ensure all Partner support related processes and procedures are well documented, maintained for accuracy, accessible and ready for consumption
• Partner with and be a trusted advisor for DocuSign and Partner leaders to make strategic investment decisions to achieve mutual goals and objectives
• Support of the partner sales, services, deal desk, and solution consulting organizations
• Launch new policies and processes, and enable the Partner teams and the direct sales team as needed, on relevant partner mechanisms, processes, and workflows
• Advocate for the partner organization by being a subject matter expert on the partner business and processes, business requirements, and reporting
• Maintain and strengthen key relationships with internal cross-functional teams and external partners

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

 

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 

• 8+ years of relevant experience in Customer / Partner Support, Partner Operations, or Partner success or account management
• Experience managing or overseeing a team of support representatives / administrators
• Experience with case management and analysis
• Experience supporting Resale, Referral and / or Services programs

 

Preferred 

• Proficiency with Salesforce Service Cloud
• Experience with partner portals, Partner Onboarding, and partner engagement tools (e.g., Salesforce Communities, Partner.io, , etc.)
• Ability to work in a matrix, enterprise organization with multiple systems
• Experience producing a high volume of accurate deliverables with tight deadlines
• Excellent written and verbal communication
• Excellent stakeholder management and presentation skills
• Ability to direct and steer cross-functional teams and ensure quality and accountability
• Ability to multitask, work under tight timelines and work with geographically distributed teams
• Excellent analytical and problem solving skills with the ability to drive conflict resolution

 

Wage Transparency

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

 

California: 146,800 - $235,025 base salary

 

Illinois and Colorado: $139,800 - $197,400 base salary

 

Washington and New York (including NYC metro area): $139,800 - $207,325 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 an accommodation to properly use 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 get in touch with 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.

 

EEO Know Your Rights poster

Employment Type: FULL_TIME