Customer Success Operations Analyst

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 people's 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 Docusign's 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).

As a Customer Success Operations Analyst, you will provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success organization, including: Professional Services, Customer Enablement and Customer Success Management.

This position is an individual contributor role reporting to the Director, CS Operations EMEA.

Responsibilities

• Create and manage dashboards to provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators
• Perform recurring and ad hoc analysis to identify trends, impacts and root causes across Customer Success, and articulate key findings to assist decision making and prioritization
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)
• Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools
• Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks
• Produce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requests
• Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practice
• Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Sales Leaders
• Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team
• Travel as necessary, typically about 15%

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

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.

Basic

• 8+ years experience working in a manager role ideally in a customer facing or sales team of a management consultancy/tech company
• Experience using and developing reports, metrics and dashboards with salesforce.com and BI tools and Advanced Excel
• Fluency in English

Preferred

• Very strong executive presence and engagement skills
• Experience working in high-growth, performance focused environment
• Experience in customer success, support and consulting services
• Experience in B2B and B2B2C Software as a service (SaaS) companies
• Resourceful and able to collaborate across multiple functions/geographies to accomplish complex tasks
• Proactive mindset and desire to continually evolve the way we use data to drive impactful insights
• Demonstrable ability to see beyond the numbers to drive sound decision-making
• Strong communication skills with the ability to engage stakeholders at all levels, and across multiple geographies
• Compelling storytelling, with the ability to leverage data to drive action, including for non--analytical audiences
• Attention to detail, excellent organizational skills, superior time management skills
• Results driven independent thinker with proven problem-solving abilities
• Educated to degree level or equivalent

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 what's 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, you'll be loved by us, our customers, and the world in which we live.

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 at docusign dot com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops at docusign dot com for assistance.

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