CS Operations Manager

Docusign Role

This role involves partnering with the APJ Customer Success leadership team to enhance strategic business processes and analysis. You'll serve as a thought partner, supporting the team's long-term goals and executing key initiatives with data and reports. The position also requires driving operational rigor, including setting quotas and launching fiscal year initiatives. You should be a solutions-oriented individual who enjoys collaborating with leadership to solve complex business challenges. This is a great opportunity to influence and execute decisions that will help transform the business.

This position is an individual contributor role reporting to Senior Manager, Customer Success Operations.

Responsibilities include:

• Providing thought leadership regarding data and actionable insights to key stakeholders across the Customer Success organization
• Creating and managing dashboards to provide visibility and monitoring of key metrics
• Performing recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success
• Communicating regularly on business/team performance, making recommendations based on analysis of key performance areas
• Presenting insights on key customer success metrics to other stakeholders
• Identifying inefficiencies, supporting the implementation of solutions, and tracking progress around Customer Success team productivity
• Creating and monitoring indicators using multiple data sources to extend understanding of risk in the customer portfolio
• Producing weekly, monthly, and quarterly recurring reporting as well as fulfilling ad hoc data requests
• Acting as the liaison between the global success operations team and the regional leadership team
• Building executive presentations
• Owning and coordinating fiscal year planning for the Customer Success team

The job is designated as 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)

Basic requirements include:

• 8+ years experience in a customer facing or sales team of a management consultancy/tech company
• Experience using and developing reports, metrics and dashboards with salesforce.com and BI tools and Advanced Excel
• Educated to degree level or equivalent
• Fluency in English

Preferred skills include:

• Very strong executive presence and engagement skills
• Experience working in high-growth, performance focused environment
• Background in customer success, support and consulting services
• Background in B2B and B2B2C Software as a service (SaaS) companies
• Resourceful and able to collaborate across multiple functions/geographies to accomplish complex tasks
• Proactive mindset and desire to continually evolve the way we use data to drive impactful insights
• Demonstrable ability to see beyond the numbers to drive sound decision-making
• Strong communication skills with the ability to engage stakeholders at all levels, and across multiple geographies
• Compelling storytelling, with the ability to leverage data to drive action, including for non-analytical audiences
• Attention to detail, excellent organizational skills, superior time management skills
• Results driven independent thinker with proven problem-solving abilities
• Willingness and ability to travel as necessary, typical about 15%

Life at DocuSign

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.

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures.