Sergio Larrain

Background

About Sergio Larrain

Stepping into the role of Vice President of Enterprise and Technical Support at DocuSign, my focus has been on leading the charge for technical customer success management, ensuring top-tier service for our global clientele. Our team's dedication to technical health, reliability, and the development of revenue-generating service offerings has yielded consistent double-digit growth, transforming the landscape of post-sale service bundles into profitable subscriptions. With a strategic vision sharpened by recent experiences, the transformation of support costs and critical situation management has been paramount. Our organization harnessed monitoring and observability to proactively address customer needs, scaling to over accounts with automated responses. This approach, coupled with nurturing talent and organizational growth through initiatives like Profiles of Excellence, demonstrates our commitment to excellence and the empowerment of our team.