Revenue Operations Contract Specialist

Company Overview

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).

What You'll Do

As a Revenue Operations Contract Specialist, your responsibilities include supporting a number of Sales teams, including but not limited to, deal structure, order processing, and compensation calculations, while ensuring orders are in compliance to revenue and company policy.

This position is an individual contributor role reporting to the Sr. Manager, Revenue Operations.

Responsibility

• Provide Pre-Sales internal support and guidance to Account Executives and Account Managers on contract negotiations. Assist Sales in addressing ongoing customer satisfaction inquiries related to contract, invoice and product issues
• Review and sign off on submitted order forms for completeness, accuracy, and conformance to Docusign sales order acceptance policies
• Work with Sales and Collections to deconstruct and solve complex billing issues and assist in account reconciliations for customer billing investigations and disputes
• Process contracts and orders and ensure all documentation is in compliance with revenue and company policy
• Manage provisioning/delivery issues
• Responsible for daily/monthly audits of all Compliance reports
• Respond to process and policy questions and effectively communicate requirements to Sales
• Work with Rev Rec, Collections, and Legal on contract issues and provide suggestions and assistance for contract negotiation in order to ensure proper revenue recognition
• Apply knowledge, skills and judgment to make moderately difficult decisions and resolve issues
• Participate in process development and improvement projects, as well as other ad hoc projects
• Work independently on assignments and escalations that are diverse in scope, requiring seasoned judgment in resolving issues or in making recommendations
• Challenge legacy policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing, and formulate creative solutions or work-around based on that analysis
• Share best practices with and provide cross training for peers, team members and outside business units, in order to enhance the quality and efficiency of support and contribute to the knowledge base
• Assist Sales Team in creating contract/orders when required
• Perform credit memo calculations and create necessary cases
• Ensure all approved requests have been properly documented in accordance to Revenue Operation processes, escalated to the appropriate approval level, and resolved within SLA

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

• Bachelor's degree or equivalent combination of education and experience
• 5+ years' customer order management or sales support experience in the technology industry
• Experience with and Excel
• Experience with Google Suite

Preferred

• Strong level of expertise in
• Contract structuring and commission calculation experience
• Process improvement and/or project management experience
• Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately debate difficult issues, ability to think quickly

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 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

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

Our global benefits
Paid time off

Take time to unwind with earned days off, plus paid company holidays based on your region.

Paid parental leave

Take up to six months off with your child after birth, adoption or foster care placement.

Full health benefits

Options for 100% employer-paid health plans from day one of employment.

Retirement plans

Select retirement and pension programs with potential for employer contributions.

Learning & development

Grow your career with coaching, online courses and education reimbursements.

Compassionate care leave

Paid time off following the loss of a loved one and other life-changing events.

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