Solution Architect

Location: Tokyo, Japan

Department: Customer Success, Consulting & Support

Work Mode: Remote

About the Role

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate business processes and simplify lives through intelligent agreement management. Our platform unleashes business-critical data trapped in documents, integrating e-signature and contract lifecycle management (CLM) to connect with systems of record—saving time, money, and opportunity. As a Solution Architect in our Professional Services team in Japan, you'll provide expert project management governance and consulting, ensuring successful implementations of DocuSign solutions for enterprise customers. Reporting to the Director, Professional Services Japan, this individual contributor role partners with Fortune 500 IT departments, system integrators, and software manufacturers to deliver highly referenceable accounts that drive adoption, renewals, and upsell. You'll manage all project phases from initiation to closure using the DocuSign Project Management Methodology, developing schedules, proactively communicating with stakeholders, and handling enhancements and escalations with a customer-centric focus. By uncovering additional needs and documenting requirements, you'll create impactful solutions that meet utilization targets, satisfaction scores, and financial goals. Evangelizing our methodologies while maintaining deep product knowledge—including connectors and partner products—you'll mentor team members and contribute to service expansions in our innovative culture. This remote position thrives in a collaborative environment where you'll present to C-suite executives, optimize processes, and foster trust. At Docusign, we build trust and make the world more agreeable—offering equal opportunities, pride in transformative work, and a commitment to innovation in e-signature and agreement management. Join us to help customers unlock the power of their agreements.

Key Responsibilities

• Manage enterprise projects ensuring on-time, on-budget delivery of DocuSign e-signature and Intelligent Agreement Management solutions
• Provide expert project governance and consulting to Fortune 500 IT departments, system integrators, and software manufacturers
• Develop and manage project schedules, proactively communicate with clients and internal teams, and oversee enhancements and escalations
• Utilize DocuSign Project Management Methodology to lead projects from initiation through closure, including risk mitigation
• Plan, organize, and execute all project phases to drive customer satisfaction, strong adoption, renewals, and upsell opportunities
• Adopt a customer-centric approach to uncover additional needs, document requirements, and deliver outstanding experiences
• Collaborate with DocuSign teams to evangelize implementation methodologies and provide input for continuous enhancement
• Meet Professional Services success criteria including utilization targets, customer satisfaction scores, and financial requirements
• Maintain up-to-date knowledge of DocuSign products, connectors, and partner integrations
• Mentor less experienced team members and support organizational initiatives to expand services and knowledge
• Present customer objectives, success strategies, and insights to internal and external stakeholders, including C-suite executives

Required Qualifications

• Bachelor’s degree or equivalent professional experience
• 12+ years of experience managing enterprise projects with a proven track record of delivering on time and on budget
• 8+ years of experience supporting client process optimization and change management
• Fluency in Japanese and business-level proficiency in English
• Demonstrated ability to manage all phases of projects from initiation to closure using structured methodologies
• Experience in risk mitigation, enhancement requirements, and escalations in complex enterprise environments
• Proven success in driving customer adoption, renewals, and upsell through impactful solutions

Preferred Qualifications

• Master’s degree or equivalent advanced education
• Project Management Professional (PMP) Certification
• Background in SaaS project management with deep understanding of business operations
• Experience using CRM solutions such as Salesforce.com and Smartsheet for project management
• Experience in FinServ, Tech, Telecom, Healthcare, Real Estate, Insurance, Education, or Public Sector
• Track record of presenting to C-suite executives and achieving Professional Services financial targets with high CSAT

Required Skills

• Enterprise project management
• DocuSign e-signature and Intelligent Agreement Management platform
• SaaS implementation methodologies
• Risk mitigation and escalation management
• Client process optimization and change management
• Japanese fluency and business-level English
• CRM tools like Salesforce.com
• Project management tools like Smartsheet
• Superior verbal and written communication
• C-suite executive presentation skills
• Customer-centric problem-solving
• Cross-functional team collaboration
• Financial acumen for services delivery
• Mentorship and knowledge sharing
• Industry knowledge in FinServ, Tech, or Healthcare
• Agile and waterfall project methodologies

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) matching and retirement savings plans
• Unlimited PTO and flexible remote work options
• Professional development stipend and certification reimbursements
• Stock purchase program and employee stock options
• Wellness programs including mental health support
• Parental leave and family-friendly policies
• Global employee assistance programs and volunteer time off

DocuSign is an Equal Opportunity Employer.