puestos de Customer Success en Brasil

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).

The Customer Success Lead Strategy & Operations Analyst contributes to the development of strategic and operational plans to accelerate the growth and optimization of the business across multiple revenue streams within the customer lifecycle. The ideal candidate will be very analytical and ideally has a strong foundational knowledge of compensation processes, as well as financial reporting and can quickly identify trends and can synthesize data into meaningful, consumable information that can help drive continued growth in the business. Experience with planning, administering and reconciling compensation models. They will also be able to communicate well with multiple levels of internal partners to share information and insights into areas that can help build and improve business performance and operational efficiencies. You will be partnered with our Compensation, Operations and Service lines on strategic priorities for the organization.

This position is an individual contributor role reporting to the Manager, CS Compensation Operations.

Responsibility

• Implement a quota plan aligned with the overall company strategy and Customer Success team objectives.
• Create effective measurements and performance indicators to evaluate individual and team performance, ensuring that goals contribute to the desired outcomes of the company.
• Analyze historical data and market trends to create a fair and equitable quota plan.
• Assign individual quotas to Customer Success Account Managers (individuals and leadership) based on their territories and performance history.
• Segment customers into different groups based on factors such as regions, segment, size, industry, or revenue to help tailor quotas to specific customer segments.
• Collaborate with Customer Success leaders to understand team needs and challenges.
• Work closely with the Sales Ops team to ensure alignment across GTM team’s quota plans.
• Build strong relationships with other areas of the company, such as Finance (FP&A), to ensure strategic alignment.
• Monitor quota plan performance - on a monthly, quarterly and ad-hoc basis - and make adjustments as needed.
• Analyze performance data to identify trends and improvement opportunities and optimize the quota plan.
• Track individual and team performance against quotas to identify areas for improvement and provide timely feedback.
• Evaluate the effectiveness of the quota structure and make necessary adjustments to optimize revenue generation and drive the right Customer Success outcomes.
• Serve as the main partner to Compensation Administration, Payroll, HR and finance for the Customer Success Account managers.
• Design reporting cadence, governance and data strategy for customer success strategic programs.
• Identify key opportunities for business improvement through analytics, quantitative insights, and good business sense.
• Conceptualize and implement projects to improve our go-to-market engine by collaborating across the Docusign business with multiple team members involved in GTM approach.
• Drive the evolution of our CS and GTM functions using a consultative approach to shape incremental improvement in a programmatic fashion.
• Translate operational performance into financial outcomes to drive business decision making.
• Advise on reporting issues and handle escalations.
• Collaborate with Compensation Analytics team on strategic data analyses.
• Identify and calculate new critical metrics to monitor the business, pre and post sales.
• Develop and establish business objectives and measurements to support the business plan.
• Develop, manage and monitor the operational plans for the covered business segments.

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.

Basic

• BS/BA in Finance, Business, Economics or related field preferred.
• 8+ years of Compensation, Sales Ops, Consulting, Finance, or Business Analyst experience.
• Experience with quota setting and analytics.
• Experience with stakeholder management.

Preferred

• Strong project management skills driving projects from start to finish.
• Excellent interpersonal and communication skills.
• Proficiency in Salesforce with experience in Tableau/SQL is a plus.
• Sales Compensation experience.
• Experience in SaaS companies.
• Data analytics and business insight.
• Customer service oriented and ability to partner with individuals at all levels.
• Effective, clear, and concise communication skills, verbal and written.
• Experience in Google Workspace, with an advanced understanding of Sheets.
• Comfortable and flexible working in a fast-paced environment.
• Driven by achieving results and motivated to succeed, with the capability to coordinate multiple projects concurrently.

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@docusign.com.

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

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