Growth Specialist

Docusign • San Francisco, CA

1d • Hybrid

About The Position

As a Growth Specialist, you are the face of Docusign’s newest innovation. You will provide "white-glove" support to our digital customer base as they test-drive new features, services, and pilots. Your goal is to ensure every tester feels heard, every bug is documented, and every point of friction is turned into an opportunity for us to improve. This position is an individual contributor role reporting to the Sr. Director, Growth.

Requirements

• 2+ years in a high-touch Customer Success, Support, or Sales role
• Strong writing skills with the ability to be professional, witty, and helpful all at once
• Love to figure out how things work - when you see a "404 error," your first instinct is to find out why
• High emotional intelligence - you can tell the difference between a user who is genuinely frustrated and one who is just confused, and you know how to de-escalate both with grace
• Clear communication skills with the ability to explain a complex technical workaround to a non-technical customer in two sentences or less
• Ability to adapt and pivot your messaging without missing a beat

Nice To Haves

• Experience working in a "Beta" or "Early Access" environment

Responsibilities

• Manage high-touch interactions via [chat/email/phone], offering personalized, empathetic, and rapid solutions to users in our pilot programs
• Investigate when a user reports an issue with a new feature, you don’t just "report it" by capture screen recordings, logs, and user steps to help our engineers fix issues faster
• Keep a pulse on customer sentiment
• Participate in daily "stand-ups" to report on what users love and what’s driving them crazy
• Identify users who are getting high value from a feature and help guide them through the purchase or upgrade process
• Create and update internal FAQs and customer-facing "Help Guides" on the fly

Benefits

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed