Vaga de Sr. Customer Success Operations Analyst
1 vaga: | Publicada em 04/05
- A Combinar
Sobre a vaga
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 the
process of doing business and simplify peoples lives. With intelligent agreement
management, Docusign unleashes business-critical data that is trapped inside of
documents. Until now, these were disconnected from business systems of record,
costing businesses time, money, and opportunity. Using Docusigns Intelligent
Agreement Management platform, companies can create, commit, and manage agreements
with solutions created by the #1 company in e-signature and contract lifecycle
management (CLM).
What you'll do
In this role you will partner with the Global Customer Success (CS) leadership
team to deliver scalable improvements to strategic business processes and
analyses. You will work closely with leadership as a thought partner to support
sales strategy and medium and long term goals for the business. You will then own
the execution of many of these initiatives, supporting them with ad hoc reporting
and analysis along the way. You will also help drive operational rigor, including
quota setting, fiscal year launch initiatives, and developing the KPI cadence
throughout the year.
This position is an individual contributor role reporting to Director, Customer
Success Operations.
Responsibility
Develop an understanding of the DocuSign sales, customer success and renewals
business, with a focus in North America
Drive key run the business functions such as portfolio assignment, QBRs, rep
onboarding and territory carving, and regular cadence of KPI reporting
Implement projects to improve our go-to-market operations, such as quarterly quota
improvements and territory and book optimization for the CS team
Identify and provide recommendations on opportunities for business improvement
through analytics, quantitative insights, and good business sense
Lead discussions involving cross-functional partners (CS Ops, Sales Ops, Territory
Ops, Sales, and FP&A) to drive alignment on key areas of focus for renewals
management
Find opportunities to improve the business velocity, efficiency and streamlined
approach across globe
Partner with your counterparts in other regions to ensure best practice sharing
and alignment
Support annual planning process and work streams
Assist with ad hoc requests and projects from the CS organization
Be an operational point of contact to help move the business forward on projects
and deadlines with attention to detail and organization in order to manage
dependencies and mitigate risks
Partner with your leadership in the operations function to ensure team alignment
and teamwork as well as continuity to the CS organization
Job Designation
Hybrid:
Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency:
Minimum 2 days per week; may vary by team but will be weekly in-office
expectation)
Positions at DocuSign are assigned a job designation of either In Office, Hybrid
or Remote and are specific to the role/job. Preferred job designations are not
guaranteed when changing positions within DocuSign. DocuSign reserves the right to
change a position's job designation depending on business needs and as permitted
by local law.
What you bring
Basic
BA/BS degree or equivalent work experience
Fluent in English, as this role works daily with a team based in North America
5+ years of analytical experience in strategic operational roles, such as
go-to-market operations, financial analysis, sales operations, management
consulting
Preferred
Experience crafting and developing reports, metrics and dashboards
Experience working with renewals and/or customer success teams, with knowledge of
metrics specific to these functions (churn, retention, etc.)
Superior analytical skills, high degree of intellectual curiosity and self
confidence
Experience working closely with senior sales leaders, prior exposure to
high-growth work environments, and a strong understanding of SaaS business models
and go-to-market principles are all highly desirable
Effective, clear, and concise verbal and written communication skills
Comfortable and flexible working in a fast-paced environment
Self-motivated, and able to work independently
Well-developed ability to bring structured thinking into highly ambiguous and
open-ended problem situations, then arrive at consensus
Proactive attitude and desire to continually evolve the way we use data to drive
impactful insights
Experience planning (capacity, performance) and deploying both business and
technical initiative
Life at DocuSign
Working here
Docusign is committed to building trust and making the world more agreeable for
our employees, customers and the communities in which we live and work. You can
count on us to listen, be honest, and try our best to do whats right, every day.
At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity
to succeed, to be heard, to exchange ideas openly, to build lasting relationships,
and to do the work of their life. Best of all, you will be able to feel deep pride
in the work you do, because your contribution helps us make the world better than
we found it. And for that, youll be loved by us, our customers, and the world in
which we live.
Accommodation
Docusign provides reasonable accommodations for qualified individuals with
disabilities in job application procedures. If you need such an accommodation,
including an accommodation to properly use our online system, you may contact us
at
If you experience any technical difficulties or issues during the application
process, or with our interview tools, please get in touch with us at
for assistance.
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