Sr. Partner Operations Manager
Customer Success I San Francisco, CA or Chicago, IL or Seattle, WA or Remote - US

​​This position is not eligible for employment in the following states: Alaska, Hawaii, Iowa, 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 agree-able 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 Senior Partner Operations Manager is the subject matter expert in partner infrastructure, responsible for owning and maintaining key processes of our go to market partner lifecycle, while helping build needed improvements to support a growing partner ecosystem. The Manager will drive operational excellence in documenting, designing, launching and enabling multiple cross functional initiatives with internal stakeholders that directly impact and support the Partner ecosystem to meet aggressive partner ecosystem growth goals.

The Manager will be responsible for improving our policies, processes and systems in support of how partners engage with DocuSign across all partner types. The Manager will maintain operational excellence in managing multiple cross functional initiatives with internal stakeholders that will drive simplicity, increase value, ensure quality, and scale in support of a rapidly growing Org.

This role requires excellent project management skills, attention to detail and a metrics driven approach to prioritization. In addition, the Partner Program Operations Manager must be able to drive conversations and decisions across many of our internal organizations such as Legal, Revenue Operations, GTM Operations, PS Operations, Sales and Business Development.

This position is an individual contributor role reporting to the Director, GTM Strategy & Operations and is designated Flex.

Responsibilities

• Manage our referral programs, including strategy, intake, execution, payout and reporting
• Manage deal registration process from intake, qualification, approval process, and expiration
• Interlock with our Rev Ops functions to redesign our buying policies, creating processes for standard and non-standard deal engagement, approvals and contract execution
• Operationalize improvements to our Channel buying programs, and engage with our direct channel partners to implement new policies and processes
• Support our Services team with developing upstream and downstream process and systems improvements
• Drive business requirements of the CRM, CPQ, and PRM process in support of partner sales and services
• Develop and manage detailed, complex, cross-team project or program plans that take into account all requirements, constraints, resources, and deliverables associated with defined objectives that allow for rapid launch of partners in our operating network
• Manage the creation, maintenance, and management of documentation, including process instructions, policies, standard operating procedures, and training documents
• Identify opportunities continuously to streamline operations, including both internal and external systems and processes
• Aggregate, organize, and synthesize transaction activity information in order to communicate with extended team and management
• Partner with and be a trusted advisor for DocuSign and Partner leaders to make strategic investment decisions to achieve mutual goals and objectives
• Support of the partner sales, services, marketing, and solution consulting organizations
• Launch new policies and processes, enable the Partner teams, and the direct sales team as needed, on relevant partner mechanisms, processes, and workflows
• Advocate for the partner organization by being a subject matter expert on the partner business and strategy, business requirements, and reporting
• Maintain and strengthen key relationships with Operations, Partner Sales, Accounting and Finance, Enterprise Application, internal legal counsel, other cross-functional groups and external partners

Basic qualifications

• 12+ years of relevant experience in a partner organization or Revenue Operations, GTM Operations, or Revenue Operations
• Expertise with managing and designing partner-specific processes in CRM and CPQ platforms
• Experience with partner portals, partner onboarding, and partner engagement tools (e.g., Salesforce Communities, Partner.io, etc.)

Preferred qualifications

• Experience creating scalable processes to support and develop a partner channel
• Proficiency with Salesforce, Apttus, FinancialForce
• Ability to work in a matrix, enterprise organization with multiple systems
• Produces a high volume of accurate deliverables with tight deadlines
• Interpersonal skills, including excellent written and verbal communication
• Excellent stakeholder management and presentation skills

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $105,400 - $145,000 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 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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