Jobs

Be a part of it. Join the #AccelFamily

Marketing Manager DACH

DocuSign

DocuSign

Marketing & Communications
Munich, Germany
Posted on Friday, April 26, 2024

EMEA CS Operations Senior Analyst

ID 2024-24451
Location
IE-Dublin-Dublin
Category
Customer Success & Consulting
Position Type
Regular

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

The EMEA CS Operations team is responsible for optimizing, maintaining and actioning the allocation of territories in partnership with renewal manager leadership, technical resources, sales and Global Operations teams. This includes evaluating client needs, capacity, retention and growth targets to determine customer assignments and account allocations for Customer Success Account Managers.

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.

This position is an individual contributor role, reporting to the Customer Success Operations Director, EMEA.

Responsibility

  • Develop a strong understanding of the DocuSign sales, customer success and renewals business, with a focus in the EMEA Region
  • Work within Salesforce to ensure account assignments are configured accurately using system tools and processes
  • Drive key “run the business” functions such as quarterly account assignments, territory carving and regular cadence of KPI reporting
  • Engage with Teams and Customer Manager Leadership (CML) as necessary to understand team workload, balance account assignments and when/if clarification on account assignment is needed
  • Review account territory (industry, segment, account size) and assign qualified individuals to accounts
  • Proactively identify concerns and identify areas of opportunity for underutilized territories
  • Assess and report on capacity and coverage
  • 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

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 - you will be working daily with a team based in Dublin, Ireland
  • 5+ years of analytical experience in strategic operational roles (such as go-to-market operations, financial analysis, sales operations, management consulting)
  • Ability to negotiate and manage territory assignment with senior management

Preferred

  • Experience with territory management, ideally in a technology/SaaS organization
  • 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 approach 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 [email protected].

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

Applicant and Candidate Privacy Notice

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed