Director, CS Strategy & Operations Account Management

Company OverviewDocusign 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 doIn 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 and your team will help you implement process change from critical thinking to execution of transformation. You will then lead many cross-functional 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.Why should you be excited about this role? You want to learn more about a dynamic business and influence and complete decisions that both run and transform the business. You enjoy partnering with leadership to drive the business forward. You are solutions-oriented and enjoy solving multi-faceted business challenges with global impact.This position is a people manager role reporting to the VP, Customer Success Strategy & Operations.Responsibility• Work within Salesforce to ensure account assignments are configured accurately using system tools and processes• Redefine the current state process of account assignment and work towards a full transformation of the process to be automated and real time• Help solve for key problems of the process today and help to measure, monitor, and manage any past, present, and future processes that can help standardize and streamline the CS Org• Workshop with the business, DTS, and other key collaborators to ensure partner alignment and consensus to be able to guide process change from thinking to business requirement execution• Drive improvement in 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• Identify concerns and areas of opportunity for underutilized territories• Assess and report on capacity and coverage• Complete 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• Find 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• Manage a large or highly specialized team within the assigned area (a sub-function within the function) or manage a team at the functional level• Work with senior management and other functional leaders to set the short- and long-range strategy and resource plans for multiple or all areas across the assigned function• Own the short- and long-term strategy, roadmap, budgets and other resource plans for assigned area within the assigned function• 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 organizationJob DesignationHybrid: 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 bringBasic• BA/BS degree or equivalent work experience• 12+ years of analytical experience in strategic operational roles, such as go-to-market operations, financial analysis, sales operations, management consulting• 5+ years managing global teams• Ability to negotiate and manage territory assignment with senior management• Proven knowledge of our business, industry, and cross-functional groups involved in our path to market.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.)• 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 attitude 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• Ability to mentor, coach and effectively transfer expertise to others• Excellent executive engagement skills• Experience working in high-growth, performance focused environment• Experience modeling business processes using a variety of tools and techniques• Extensive experience planning and deploying both business and technical initiatives• Definable experience influencing change management, problem resolution, and communicating complex ideas in coherent terms to cross function groups in a scaling environment.• Strong bias for action, an intrinsic ability to deal with ambiguity, and natural perseverance. Superb communications and engagement abilities• Ability to communicate and interact with executive leadership• Excellent organization, prioritization, and project management skills• Excellent Excel and PowerPoint skillsWage TransparencyBased on applicable legislation, the below details pay ranges in the following locations:California: $171,500.00 - $277,025.00 base salaryIllinois: $164,800.00 - $232,750.00 base salaryWashington: $164,800.00 - $242,225.00 base salaryThis role is also eligible for bonus, equity and benefits.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 eventsLife at DocusignWorking hereDocusign 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.AccommodationDocusign 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 accommodations@docusign.com.If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.Applicant and Candidate Privacy NoticeStates Not Eligible for EmploymentThis position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.Equal Opportunity EmployerIt'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.EEO Know Your Rights poster#LI-Hybrid