Customer Success Management Operations Analyst

**Company Overview**:
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

**What you'll do**:
In this role you will partner with the Global Customer Success (consisting of Renewal Management and Customer Success Management) leadership team to deliver scalable enhancements 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 lead 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.

Why should you be excited about this role? You want to learn more about a dynamic business and influence and execute on decisions that both run and transform the business. You enjoy partnering with leadership to drive the business forward. You are solutions-oriented and enjoy solving multi-faceted business challenges with global impact.

This position is an individual contributor role reporting to the
Sr. GTM Strategy & Ops Manager.

**Responsibility**
- Develop a strong understanding of the DocuSign sales, customer success and renewals business, with a focus in North America
- Drive key “run the business” functions such as quarterly quotas, rep onboarding and territory carving, and regular cadence of KPI reporting
- Execute projects to improve our go-to-market operations, such as quarterly quota enhancements and territory and book optimization for the customer success 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
- Identify opportunities to improve the business velocity, efficiency and streamlined approach across globe
- Work closely with your counterparts in other regions to ensure best practice sharing and alignment
- Support annual planning process and workstreams
- Assist with ad hoc requests and projects from the customer success 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
- Work closely with your leadership in the operations function to ensure team alignment and collaboration as well as continuity to the customer success organization

**Job Designation**:
**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.

**What you bring**:
**Basic**
- BA/BS degree or equivalent work experience
- Fluent in English, as you will be working 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 designing and developing reports, metrics and dashboards
- Experience working with renewals and/or customer success teams, with an understanding 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
- Results-driven, self-motivated, and able to work independently
- Well-developed ability to bring structured thinking into highly ambiguous and open-ended problem situations, then drive to consensus
- Proactive mindset 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 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 bu