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Director of Public Relations, Customer and Partner Success

Docu Sign    posted about 4 years ago

FullTime | San Francisco, CA


The Director of Public Relations, Customer and Partner Success, supports sales, marketing, and public and media relations teams by driving customer and partner advocacy through compelling stories, use cases, case studies, videos, speakerships, awards, quotes and other customer evidence that drive awareness, understanding, adoption and use of DocuSign. The Director is responsible for creating, producing, editing, and gaining internal and external approvals on various customer and partner success communications while driving delivery of projects and programs against internal client expectations, timelines and budget requirements. Responsibilities: Customer and Partner Success Communications Program Management Sets strategy and tactical execution for global customer and partner success communications program in partnership with Corporate Marketing, global marketing teams, sales leadership and agency leads Manages the customer and partner success PR project intake, prioritization, scheduling and reporting process to ensure receipt, tracking and successful execution against all project requests Provides project guidance and direction to writing/creative/production/editing resources to ensure a clear understanding of each project request and required deliverables Manages and monitors project and program schedules, progress and costs to ensure that expected results are delivered on time and within budget Maintains, adjusts & updates project plans as needed Understands sales and marketing needs for customer and partner success communications and manages program and project delivery against those needs Develops and prepares performance metrics Communicates status of projects to executive, sales and marketing leaders and teams Customer and Partner Advocacy Manages and implements sales and customer interactions to drive customer and partner advocacy across The DocuSign Global Trust Network Drafts, produces, edits and secures approvals for customer announcements, case studies, videos, speaker proposals, awards submissions, quotes, logo usage and more to highlight enterprise-wide, industry and business department standardization on DocuSign Interacts with sales account managers and business development team; Directly coordinates interviews, filming, and approval cycles with customers and partners Manages global customer and partner reference program Continuous Improvement Proactively improves marketing/corporate communications and project/program management, including identifying and implementing new methods, policies and procedures to support business priorities and objectives Works with project managers, designers and business owners to develop efficient workflows and processes; adhere to process and guidelines Supervision, Coaching & Development Manages and provides day to day supervision and guidance to contractors, vendors and agency resources in support of customer and partner success PR initiatives Serves as brand champion/ambassador while living the DocuSign values to deliver results Coaches and mentors business partners, and peers to drive alignment to the DocuSign brand, voice, tone, positioning and messaging, policies and procedures Manages intern and contract resources to timelines and budget Actively solicits & acts upon feedback from manager, peers & stakeholders to drive results Takes an active role in personal and professional development Leads brown bags & webinars to coach & develop others to process, policy & procedure Functional Competencies: World-class project management skills to set accurate project schedules, timelines & estimates Effectively leads multiple projects to completion, consistently delivering on time & in budget World-class change management and communications skills Ability to work within a fast-paced, collaborative environment Ability to establish cross functional, collaborative relationships with business partners Competence in persuading and influencing others to effectively sell ideas and get results Strict attention to detail and natural, consistent tendencies towards detail and follow through Knowledge of & ability to work in MS Office Suite, Salesforce, Influitive & other tools Qualifications: Minimum of 12 years experience in marketing communications project management with preference for both in-house & agency leadership of customer evidence/engagement programs Demonstrated competence in managing PR and corporate marketing campaigns and events Bachelor's degree or higher/equivalent professional experience in Marketing, Advertising, Project Management or related degree with demonstrated desire for continued learning
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