Renewal Specialist
Sales & Business Development | Dublin, Ireland

Closing Date: 28th February 2021

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able 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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Sales & Business Development teams collaborate with customers and partners across the globe to help them leverage the DocuSign Agreement Cloud to transform the entire system of agreement process—from preparing to signing, acting on, and managing contracts and other types of agreements. Our team’s partner with some of the largest most innovative companies in the world in dozens of industries to bring the power of DocuSign to more customers. Whether you are selling to a small business or a large e, you will apply your extensive knowledge of our solutions, and leverage our strategic partnerships to help our customers grow their top and bottom line.

Building world class relationships with key customers to deliver high levels of customer satisfaction and loyalty, whilst maximising solution adoption

The position
Customer Success lies at the heart of DocuSign’s customer retention and growth strategy. The Renewal Specialist is a high impact position, taking responsibility for timely renewal of account subscriptions and ultimately customer retention. You'll assume a wide range of responsibilities, including proactive client management, efficient administration of a renewals portfolio whilst maintaining close alignment to the broader account team on customer strategy. This role requires strong coordination, collaboration, ability to effectively prioritise and attention to detail. This person must demonstrate an ability to thrive in a fast paced, dynamic, technology-driven environment.

Responsibilities

• Ensure timely renewal of all assigned accounts in EMEA.
• Liaise closely with Customer Success Manager and Account Executives to ensure alignment on renewal strategies and status and ensure accounts progressed to renewal on a timely basis.
• Assist the AE/CSMs with complex renewals as required
• Develop a good level of understanding of DocuSign’s product portfolio.
• Monitor outstanding renewals and develop robust follow up system.
• Recommend accounts to be placed on “stop” due to late renewal.
• Liaise with internal teams to ensure smooth processing of quotes and renewals for customers.
• Pull internal Reporting on customer usage to support Customer Success Managers.
• Liaise with billing and collections teams to address unpaid invoices relating to customer changes, issues or errors.
• Assist with Customer Service Support queue on escalated issues, bugs, and enhancements.
• Partner with Revenue Operations for support in sales quote submission, approval processes and ensuring proper booking.
• Work with Sales Operations to organise account hierarchies within Salesforce.com.
• Provide assistance with building reports within Salesforce.com and Insights to facilitate forecasting
• Ad-hoc support to customers on day to day issues

Basic Qualifications

• BS/BA degree
• Strong computer skills, including experience using sales force automation tools (preferably Salesforce.com), Microsoft Word, PowerPoint, Excel and collaboration tools such as WebEx,
• Organised, with a proven track record of meeting/exceeding objectives
• Fluency in French and English language. 
• Proven ability to prioritise and manage multiple tasks concurrently. 
• Excellent verbal and written communications skills to be able to interact credibly with teams around the organisation

Preferred Qualifications

• Experience working in a Customer Success/Renewals Team with a SaaS organization
• Presentation skills.
• Ability to work as part of a team, as well as independently, proven motivation and passion for their profession.

About Us
DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

 DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to 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, citizenship status, or any other legally protected category

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