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. As the #1 company in e-signature and contract lifecycle management (CLM), Docusign unleashes business-critical data trapped in documents, connecting it to systems of record to save time, money, and opportunity. Join our innovative culture where trust, equality, and bold ideas drive us to make the world more agreeable. As a Solution Architect in our Professional Services team within Customer Success, Consulting & Support, you will provide expert project management governance and consulting to ensure successful implementations of DocuSign e-signature and Intelligent Agreement Management 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. You will develop and manage project schedules, proactively communicate with clients and internal teams, oversee enhancement requirements and escalations, and utilize the DocuSign Project Management Methodology to handle all phases from initiation to closure, including risk mitigation. You will manage projects to deliver on-time, on-budget results that create highly referenceable accounts, driving strong adoption, renewals, and upsell. Be customer-centric, uncovering additional needs, documenting requirements, and delivering outstanding experiences while meeting utilization targets, satisfaction scores, and financial goals. Evangelize our methodologies, maintain product knowledge including connectors and partners, mentor junior team members, and contribute to expanding our services in Japan. This remote position thrives in our innovative, inclusive culture committed to employee success and global impact. Docusign is committed to building trust and equality. We ensure every team member has equal opportunity to succeed, innovate, and feel pride in work that transforms agreements and businesses worldwide. #LI-Remote #LI-CM1

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 using DocuSign Project Management Methodology across all phases from initiation to closure
• Develop and manage detailed project schedules, proactively communicate with clients and internal teams, and oversee enhancements and escalations
• Plan, organize, and execute projects 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 and enhance implementation methodologies and service offerings
• Maintain up-to-date knowledge of DocuSign products, connectors, and partner integrations
• Meet Professional Services success criteria including utilization targets, customer satisfaction scores, and financial requirements
• Mitigate project risks and provide guidance to project resources and customers for impactful, referenceable outcomes
• Mentor less experienced team members and support organizational initiatives to expand team knowledge

Required Qualifications

• Bachelor’s degree or equivalent
• 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 complex SaaS implementations from initiation to closure
• Proven experience achieving Professional Services financial targets while maintaining high customer satisfaction
• Comfort presenting to C-suite executives and conveying complex customer objectives

Preferred Qualifications

• Master’s degree or equivalent
• Project Management Professional (PMP) Certification
• Background in SaaS project management with deep understanding of business operations
• Experience using CRM solutions such as Salesforce.com
• Experience using Smartsheet for project management
• Experience in FinServ, Tech, Telecom, Healthcare, Real Estate, Insurance, Education, or Public Sector

Required Skills

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

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Flexible remote work options with supportive home office stipend
• Generous paid time off and unlimited PTO accrual
• Professional development stipend and tuition reimbursement
• Employee stock purchase plan and equity grants
• Wellness programs including mental health support
• Parental leave and family-friendly policies

DocuSign is an Equal Opportunity Employer.