Manager, Sales Operations

Customer Success | San Francisco, CA, Seattle, WA, Chicago, IL OR 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

The Manager, Sales Operations is a detailed, adaptable problem-solver responsible for maintaining and actioning the Customer Success territory assignments as well as assembling the Customer Success quotas for individual contributors’ roles in partnership leadership and finance. A successful individual in this role thinks critically, logically, and creatively to resolve issues and to develop proactive processes to clear future roadblocks.

The role will be a key business partner to the VP of Success Strategy and Operations.

This position reports to the Director of GTM Business Planning and is designated Flex.

Responsibilities

• Lead annual compensation, territory and quota planning for Customer Success in collaboration with Sales Compensation, HR, Customer Success leadership and business partners
• Partner with HR, Sales Compensation, Customer Success managers, and business partners to identify headcount movement for new hire onboarding, termination off-boarding, promotions, and new team alignment.
• Make strategic decisions with Customer Success leaders around territory management
• Own CSM territory deployments and account/opportunity assignments in SFDC through Anaplan, including communication to field and management on all territory changes
• Report creation and distribution related to territory management
• Manage quarterly compensation reporting and exceptions process for the Customer Success Manager team and CS Leadership
• Solve compensation process pain points in the moment, while developing long-term solutions
• Provide excellent business partner engagement in addressing questions from the field, leading annual comp plan enablement and managing compensation related disputes/issues
• Keep key business partners in CS Leadership and management attuned to comp plan performance through quarterly analysis and review of CS roles on a sales comp plan
• Develop and oversee governance of all related evolving Territory and Quota Policies across a global team; run routine audits to verify compliance at all levels
• Continue to progress data quality efforts within enterprise systems such as Salesforce.com and other tools to ensure all users are accessing accurate and timely data
• Work cross-functionally with other business process owners to create process efficiencies that leveraging SFDC, reporting tools and compensation systems while ensuring changes are consistent with business needs
• Continue development of Anaplan to further improve the CSM’s quarterly territory management and book shuffle process and quota calculation. Examples of those activities would be the following:
  • Coordinate the annual comp plan design and territory design project
  • Manage attainment reporting to sales compensation from various reporting tools
  • Assemble individual or team books of business each quarter, and submitting quotas based on these territory assignments
  • Work with sales comp, policy and governance and CSM managers to resolve compensation exceptions and disputes
  • Leverage Anaplan to facilitate territory and quota changes

Basic qualifications

• Bachelor's degree
• 8+ years of relevant work experience
• 5+ years’ with Microsoft Office / GSuite
• 5+ years’ (Intermediate/advanced skills) in MS Excel / GSheets (VLOOKUP & Pivot Charts a must)
• 2+ years’ experience with Salesforce.com
• 2+ years’ experience with Anaplan

Preferred qualifications

• Strong organizational skills and business judgment with the ability to handle projects independently end-to-end
• Strong communication skills with the ability to engage stakeholders at all levels, and across multiple geographies.
• Logical thinking, Creative problem solving skills, Self-starter work ethic
• Proactive mindset and desire to continually evolve the way we use data to drive impactful insights
• Experience with Gainsight, Tableau and Qliksense a plus

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 hundreds of millions of users in over 180 countries use DocuSign 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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