Sr. Customer Success Operations Analyst

Docusign; São Paulo; Híbrido; BRL 50.000 - 90.000; Tempo integral

Resumo da oferta

An innovative company seeks a Sr. Customer Success Operations Analyst to drive operational excellence and strategic initiatives. In this hybrid role, you will partner with leadership to enhance processes and support sales strategies. Your analytical skills will help identify opportunities for business improvement while collaborating with teams across the Americas. With a focus on metrics and customer success, you'll play a critical role in optimizing operations and ensuring alignment across departments. If you're ready to make a positive impact in a dynamic environment, this opportunity is for you.

Qualificações

• 5+ years in strategic operational analysis roles.
• Fluent in English, working with North American teams.

Responsabilidades

• Manage portfolio assignment, QBRs, onboarding, and KPI reporting.
• Implement projects to enhance go-to-market operations.

Conhecimentos

Analytical Skills

Communication Skills

Project Management

SaaS Experience

Strategic Operational Analysis

Formação académica

BA/BS degree

Ferramentas

Metrics and Dashboards

Descrição da oferta de emprego

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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. 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

Partner with the Global Customer Success (CS) leadership team to improve strategic processes and analyses, support sales strategy, and execute initiatives with ad hoc reporting. Drive operational rigor including quota setting, fiscal year launches, and KPI development. This is an individual contributor role reporting to the Manager, Customer Success Operations.

Responsibilities

1. Understand the sales, customer success, and renewals business in the Americas.
2. Manage portfolio assignment, QBRs, onboarding, territory carving, and KPI reporting.
3. Implement projects to enhance go-to-market operations, such as quota improvements and territory optimization.
4. Identify business improvement opportunities via analytics and insights.
5. Lead cross-functional discussions to align on renewals management.
6. Seek opportunities to improve business velocity and efficiency globally.
7. Collaborate with regional counterparts for best practices.
8. Support planning processes and ad hoc requests.
9. Manage dependencies and risks in projects with attention to detail.
10. Partner with leadership to ensure team alignment and continuity.

Job Designation

Hybrid: In-office and remote work, minimum 2 days/week in-office, subject to change based on business needs.

What you bring

Basic

• BA/BS degree or equivalent experience.
• Fluent in English, working with North American teams.
• 5+ years in strategic operational analysis roles.

Preferred

• Experience with reports, metrics, dashboards, renewals, and customer success metrics.
• Strong analytical skills, curiosity, and confidence.
• Experience with SaaS, high-growth environments, and senior sales collaboration.
• Excellent communication skills.
• Ability to work independently in a fast-paced setting.
• Structured thinking for ambiguous problems and proactive data-driven insights.
• Experience in capacity planning and technical initiatives.

Life at Docusign

We foster trust, equality, and opportunity, aiming to make the world more agreeable. Your work contributes to making a positive impact, earning pride and recognition.

Accommodation

We provide reasonable accommodations for individuals with disabilities or religious needs. Contact [e-mail] for assistance during application. For technical issues, contact [e-mail].

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Software Development