GTM Strategy & Operations Analyst

GTM Strategy & Operations Analyst

Customer Success | Remote - US

Consulting services and technical support to help our customers succeed.

GTM Strategy & Operations Analyst
Customer Success | Remote - US

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
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. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
We are seeking a dynamic, process-oriented GTM Strategy & Operations Analyst to improve the efficiency of our business and overall operations. In doing so, you give a clear view of key organizational processes and policies to help organize and scale our operations for short, medium, and long term growth. The selected candidate will be accountable to regional leadership teams, driving success in a fast-paced regional model. You will also be responsible for evaluating the efficiency and costs of established processes, developing improvement strategies, and facilitating changes. You may also be required to update process documents and conduct efficiency audits. You will be able to communicate well across multiple levels of internal stakeholders to share information and insights into areas that can help build and improve sales performance and operational efficiencies. You will be a partner trusted advisor to the Customer Success (CS) GTM team as well as the leaders throughout the CS team.

This is an individual contributor role reporting to the Sr. Director, Customer Success Strategy & Operations and is designated Flex.

Responsibilities

  • Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success organization, including Professional Services, Customer Enablement and Customer Success Management
  • Meet with business managers to discuss business objectives
  • Analyze the efficiency and costs of existing business processes
  • Perform recurring and ad hoc analysis to identify trends, impacts and root causes across Customer Success, and articulate key findings to assist decision making and prioritization
  • Identify areas of improvement
  • Oversee the implementation of new business processes
  • Troubleshoot and improve new processes
  • Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practice
  • Assist in building executive presentations (e.g., Quarterly Business Reviews), crafting the messages in collaboration with Sales Leaders
  • Update process and procedure policies
  • Conduct ongoing analysis of processes in line with industry regulations
  • Stay up to date with the latest technology and improvement strategies

Basic qualifications

  • Bachelor's degree in business management, process control management, or similar
  • 2+ years experience in a process related role
  • Available to work after hours and weekends when required

Preferred qualifications

  • 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 and 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
  • Knowledge of Financial Force software
  • In-depth knowledge of relevant industry processes
  • Ability to identify cost-saving measures and improvement strategies
  • Advanced knowledge of business management software
  • Excellent analytical and troubleshooting skills
  • Ability to coordinate projects and lead multiple teams
  • Exceptional written and verbal communication skills
  • Report and procedure writing skills

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $77,100 - $100,275 and eligible for bonus, equity and benefits at https://www.docusign.com/company/benefits

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature, the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and more than a billion users in over 180 countries use the DocuSign Agreement Cloud to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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