Vaga de Account Services Expert

DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the worlds #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 peoples lives. What you'll do The ideal Account Services Guide is an articulate specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies. With strong business acumen and a customer-first mentality, the motivation to take initiative owning and resolving customer issues and inquiries is essential. This position acts as the liaison between customers and all functional areas within DocuSign to resolve service, support, and billing inquiries. This position is an individual contributor role reporting to a Manager of Account Services. Responsibility Support customers through telephone, email, and chat services Escalate issues quickly when deep, specific skills or other capabilities are required Ability to use knowledge of the DocuSign Agreement Cloud to provide customer resolution and proactive customer recommendations Responsible for resolving customer issues including complex account, subscription and billing scenarios supporting subscription management Meet and exceed DocuSign Customer Support service level goals and KPIs Partner with internal teams (Sales, Billing, Operations, etc.) to drive resolution on behalf of the customer Provide critical feedback related to improvements of the product and tools to impact customer experience Promote DocuSign products and services to customers and prospective customers via consultative discussion, product training, and evaluation of their service and support needs 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 College degree or relevant work experience 2+ years of Subscription, Customer Support or Sales Support including account maintenance, billing/contract, and admin tasks Fluent in Portuguese, English and Spanish Preferred Professional experience within relevant industries for which DocuSign provides solutions Experience with or basic understanding of SaaS Effective communication skills - ability to communicate in written and verbal forms, with audiences that include customers, peers, and occasional executive leadership Ability to review, understand, and resolve complex issues Ability to maintain composure in critical situations and communicate clearly with both internal and external customers Ability to collaborate with peers across the organization without friction Ability to communicate a complex or technical issue in a clear and concise manner High level of attention to detail and ability to pivot in uncertain situations 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 whats 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, youll 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 If you experience any technical difficulties or issues during the application process, or with our interview tools, please get in touch with us at for assistance. Applicant and Candidate Privacy Notice Need help finding the right job? We can recommend jobs specifically for you! Click here to get started.