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About the Role

The GTM CS Strategy & Operations Manager will proactively plan and deliver critical business insights, articulate team performance, and provide a clear view of organizational processes and policies to help scale operations for growth. This role is accountable to regional leadership teams, driving success in a fast-paced regional model. The selected candidate will evaluate process efficiency and costs, develop improvement strategies, and facilitate changes. They will also communicate across multiple internal stakeholder levels to share information and insights that can help build and improve sales performance and operational efficiencies. This role serves as a trusted advisor to the CS GTM team and customer success leaders. Willingness and ability to travel as necessary (typically about 15%) is required. This is an individual contributor role reporting to the Director, CS Operations EMEA.

Responsibilities

Provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success Management organization
Create and manage dashboards to provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators
Perform recurring and ad hoc analysis to identify trends, impacts & root causes across Customer Success, and articulate key findings to assist decision making and prioritization
Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)
Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools
Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks
Produce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requests
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
Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Sales Leaders
Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team

Requirements

8+ years of 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
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
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
Knowledge of Financial Force software
Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Skills

Salesforce.com
BI tools
Advanced Excel
Communication skills
Organizational skills
Time management skills
Problem-solving abilities
Executive presence
Customer success
Support
Consulting services
B2B
B2B2C Software as a service (SaaS)
Financial Force software

Location

Remote
Hybrid

Work Type

Hybrid
Remote

Experience Level

8+ years of experience

Education Level

Degree level or equivalent

Salary/Compensations

California: $146,400.00 - $235,375.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $140,100.00 - $197,925.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $140,100.00 - $206,775.00 base salary

Benefits

Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
Stock: This role is eligible to receive Restricted Stock Units (RSUs).
Global benefits provide options for the following:
Paid Time Off: earned time off, as well as paid company holidays based on region
Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
Retirement Plans: select retirement and pension programs with potential for employer contributions
Learning and Development: options for coaching, online courses and education reimbursements
Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

About the Company

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).

Equal Opportunity

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