Sr. Customer Success Operations Analyst

DocuSign, Inc.; São Paulo; Híbrido; USD 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player seeks a strategic operations analyst to enhance customer success initiatives. This role involves collaborating with leadership to refine business processes and drive operational efficiency. You will lead projects that optimize sales strategies and improve key performance indicators across the organization. If you thrive in a fast-paced environment and have a passion for data-driven decision-making, this opportunity offers a chance to make a significant impact in a dynamic team. Join a company committed to fostering an inclusive and supportive workplace where your contributions are valued and celebrated.

Qualificações

• 5+ years of experience in strategic operational roles.
• Fluent in English with strong analytical skills.

Responsabilidades

• Drive operational rigor and support sales strategy.
• Implement projects to improve go-to-market operations.

Conhecimentos

Analytical Skills

Communication Skills

Problem Solving

Project Management

Formação académica

BA/BS degree

Ferramentas

Reporting Tools

Metrics and Dashboards

Descrição da oferta de emprego

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

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 Manager, Customer Success Operations.

Responsibility

• Develop an understanding of the DocuSign sales, customer success and renewals business, with a focus in Americas
• 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 - 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 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 [e-mail].

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

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