• Provide Tier 2/Tier 3 customer and administrative support for inquiries escalated from the Contact Center, using advanced system knowledge and problem-solving to resolve complex issues. • Build a strong working knowledge of NFPA’s full portfolio of products, training programs, and certification offerings to support customers across multiple channels. • Understand all prerequisites, eligibility requirements, and application processes to guide customers through training and certification participation. • Develop proficiency in the operational systems used to deliver products and services (e.g., HubSpot, NetSuite, learning and certification platforms, order management tools, and standard productivity software). • Apply product and system expertise to deliver high-quality support for offerings that require specialized handling, including training programs, certification workflows, subscription or continuity products, and designated partner or reseller accounts. • Contribute as an active member of a collaborative Customer Success team, sharing knowledge, coordinating handoffs, and ensuring consistent service across channels and customer segments.

Role Description The Dynamic CSM team members are an extension of the Customer Success Manager (CSM) team who oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. The Dynamic CSM will perform hands-on tactical account management activities. They will collaborate with other team members to coordinate successful customer engagement, product enablement, and demonstrate value across the entire customer journey. The successful candidate will be comfortable working with customers in a one-to-many relationship, delivering consistent and automatic touch points throughout the lifecycle to ensure an exceptional customer experience. This position is an individual contributor role reporting to the Team Lead Scaled Customer Management. This position will cover the APJ market and will require some out of hours coverage from 6am local time. Responsibilities - Work on a large number of accounts at scale to increase overall client satisfaction with Docusign measured through Net Promoter Score, customer engagement with the platform, and retention. - Collaborate with internal teams to respond to proactive digital communications, including events, office hours, newsletters, and other resources. - Provide insightful technical answers and, if necessary, open a support case or escalate internally any existing technical issues or account concerns. - Partner with account team to recommend the most efficient way for customers to exceed their goals using the Docusign platform. - Influence Docusign’s strategy and product priorities to drive adoption and retention. - Champion new best practices and workflows to help both customers and fellow CSMs (Digital, Dynamic and Designated) achieve more. - Be the voice of the customer across other departments, including sales, expansion, services, marketing, finance, customer success, and operations. Qualifications - 2+ years of related experience. - Experience breaking down technical enablement into easy to follow steps. - Experience creating and delivering on a product roadmap. - Experience addressing customer needs, including defining and driving successful delivery of customer enablement solutions. - Experience managing a large book of business and using data to develop a strategy. - Experience driving value through the full customer lifecycle. Preferred Qualifications - Strong communication skills to create and convey customer objectives, success strategies, and customer insights for internal and external stakeholders. - Highly collaborative, creative, goal-oriented and team-centric. - Strong data analysis and creative problem-solving ability, with a natural curiosity around the client’s business needs. - High level of resilience and a positive attitude when faced with a challenge. - Passionate about technology with a solution-centric mindset. - Excellent communication and relationship management skills, with the ability to manage multiple stakeholders and high-level executives. - Examples of results converting strategy to execution. - History of collaborating with cross-functional teams in defining adoption strategies and playbooks. - Experience in scalable technology adoption strategies. Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. - California: $X/hour - $X/hour or $X - $X base salary. - Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary. - Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary. - Washington DC: $X/hour - $X/hour or $X - $X base salary. - Ohio: $X/hour - $X/hour or $X - $X base salary. Benefits - 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. Work Authorization Notice Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. Accommodation Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com. Applicant and Candidate Privacy Notice This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. EEO Statement It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach.

• Responsible for developing strong relationships with customers • Connect with key business executives and stakeholders • Lead and plan billing operations for multiple medical billing departments primarily in the DME, Sleep, and Infusion space • Design, implement, and enforce policies and procedures • Streamline effective billing processes across multiple clients and markets • Ensure billing and cash flow stay consistent • Look for ways to improve and increase collections • Proactively identify leading collection risk indicators • Work with cross-functional internal teams, such as operations and sales teams

• Own and manage a portfolio of strategic enterprise manufacturing customers. • Develop a deep understanding of each customer’s operational environment, business objectives, production KPIs, and digital transformation priorities. • Build strong, multi-level relationships across technical users, operational leaders, and executive sponsors to position NWA as a long-term strategic partner rather than a software vendor. • Lead customers through onboarding and early adoption in close collaboration with implementation and technical teams. • Ensure that customers clearly understand how to apply the platform to real operational challenges. • Monitor usage, engagement trends, and outcome metrics to proactively identify adoption gaps. • Drive structured engagement through regular touchpoints, business reviews, and performance discussions to ensure measurable ROI. • Take ownership of renewal strategy and execution across your assigned accounts. • Develop renewal plans well in advance, identifying potential risks and creating mitigation strategies early. • Maintain clear visibility into customer health indicators such as adoption, stakeholder engagement, and business impact to reduce churn risk. • Identify and develop growth opportunities within existing accounts by uncovering additional use cases, business units, plants, or geographic locations where NWA can deliver value. • Partner with Sales to structure and close expansion opportunities while maintaining strong executive alignment. • Serve as a trusted advisor to senior stakeholders by connecting analytics capabilities to high-level business outcomes such as quality improvement, yield optimization, cost reduction, and process standardization. • Ensure customers feel heard and represented within the organization. • Work closely with Sales, Product, Engineering, and Leadership to ensure a seamless customer lifecycle from post-sale onboarding through renewal and expansion.