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DocuSign is seeking an International Onboarding Consultant to deliver best-in-class customer onboarding experiences and drive adoption of the DocuSign Intelligent Agreement Management platform. This is an individual contributor role focused on customer success in the post-sale phase.
You will manage a portfolio of customer engagements across North America and Latin America, driving return on investment and unlocking modernization opportunities. Key responsibilities include:
- Deliver accelerated onboarding experiences that help customers achieve first value quickly
- Drive onboarding engagements from kick-off through project completion, ensuring on-time delivery within scope
- Discover customer needs and business objectives, tailoring solutions to meet them
- Identify optimization opportunities in existing workflows and expansion possibilities across the product portfolio
- Provide technical adoption-focused consulting including enablement, use case identification, and guidance on core functionality
- Manage high-volume project workloads with strong time management and prioritization
- Serve as a thought leader and customer advocate, enabling self-reliance post-implementation
- Proactively mitigate risks to accelerate time-to-live
- Engage cross-functionally with Support, Sales, and Product Management teams
- Stay current on product features, platform changes, and partner technologies
- Mentor less experienced team members and contribute to program evolution
- Work across multiple regions and time zones, thriving in a fast-paced environment
You will interact with customers via video calls, phone, and email, using prescribed presentation materials and tools to track onboarding progress. The role requires balancing multiple concurrent customer projects while maintaining detailed documentation and status reporting.
REQUIREMENTS:
- Bachelor's degree (minimum)
- 5+ years of customer service experience in Software as a Service (SaaS)
- Business-level proficiency in written and spoken English
- Fluent or native speaker in Portuguese and Spanish
- Experience in customer-facing, advisory, support, or consulting delivery roles
- Strong time management and prioritization skills
- Ability to develop and deliver messages to technical and non-technical audiences
- Active listening skills and ability to understand customer business problems
- Ability to make autonomous decisions and navigate ambiguity
PREFERRED:
- Strong technical capability and knowledge of adult learning principles
- Experience implementing, onboarding, or training in SaaS
- Project Management software or Salesforce experience
- Extensive Project Management or Coordination experience with proven track record of successful multi-project delivery
- Business process reengineering and change management methodology knowledge
- Prior experience managing adoption, mitigating churn, and driving expansion across customer lifecycle
- Demonstrated ability to identify creative ways to drive technology adoption
- Ability to build and execute strategy at customer and internal levels
- Subject matter expertise in a specific industry with regulatory/compliance fluency
- Strong presentation and communication skills
