ID 2024-25092

Location

BR-Remote

Category

Customer Support

Position Type

Regular

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 Senior Analyst, Support Strategy and Planning, will play a critical role in ensuring we operate with the customer first while improving our efficiency. You will partner with leaders across the organization to help them understand the business's performance and make informed decisions. You will drive impact through a combination of analytical insight, business acumen, and cross-functional partnerships with Finance, HR, Data Engineering, and Vendor Management.

This position is an individual contributor role reporting to the Sr. Strategy & Operations Manager.

Responsibility

• Facilitate quarterly and annual planning processes
• Develop forecasts and what-if analysis to support planning, investments, and operational processes
• Surface data-driven insights that inform strategic decision-making and recommendations to senior leadership and assist with ad hoc analytical requests and projects
• Monitor performance of business goals and metrics (KPIs)
• Leverage reports and analysis to deliver accurate content for Monthly and Quarterly business reviews
• Research and report on business practices and operational models
• Analyze, report on, and develop recommendations for improving the customer experience using various data sources (e.g. surveys, support cases)
• Maintain and develop the business rhythm for Customer Support

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

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 degree or equivalent in Business, Economics, or a quantitative field
• 5+ years of experience in relevant business strategy & operations roles
• Experience with Salesforce, Google Sheets or Excel, and Google Slides or PowerPoint
• Experience with data visualization tools e.g. Salesforce CRM Analytics

Preferred

• Strong understanding of SaaS customer support business models
• Precise attention to detail with advanced Excel or Google Sheets skills (e.g. handling large volumes of data, lookups, conditionals)
• Developed ability to frame business problems, design and complete analyses to inform solutions, and communicate insights with a bias to action
• High degree of intellectual curiosity and self confidence
• Excellent verbal and written communication skills with the ability to engage stakeholders at all levels, and across multiple geographies

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.

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