GTM Strategy & Operations Analyst
Customer Success | Seattle, WA or San Francisco, CA 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 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 GTM Strategy & Operations Analyst is responsible for delivering analytics on the effectiveness of DocuSign's Customer Success Portfolio and its impact on consumption and adoption of DocuSign’s products.

The ideal candidate has business analysis and reporting experience in a corporate environment with ability to understand data trends and key insights and tell “data stories” with minimal extraneous data. In this role, you will be responsible for supporting business to define, and develop metrics to help Customer Success leaders and the Services Strategy team analyze how the go-to-market services and programs drive adoption, consumption, and increased retention, upsell and cross-sell.

You will partner closely with Customer Success business stakeholders, data scientists and data engineers to collect requirements for existing or new reporting metrics. You will apply analytical, modeling, forecasting and business process improvement capabilities to complete assignments faster, more effectively and independently while supporting continuous improvement and other enhancements across GTM Strategy and Operations by completing special projects that may bring value to multiple team members

This role requires the ability to deliver assigned projects related to developing datasets and reporting on time and to the specifications required while applying extra care and attention to detailed business process and workflow design to optimize quality, time and scale.

This position is an individual contributor role reporting to the Director, Customer Success Analytics and is designated as Flex.

Responsibilities

• Display analytical, modeling, forecasting and business process improvement capabilities to complete assignments faster, more effectively
• Develop analytic datasets and reports for key metrics and KPIs to help business leaders answer critical questions related to customer success portfolio effectiveness and investment choices for go-to-market programs and help shape decisions on new programs and offer introduction
• Combine analytics, exploratory skills, and data intuition to deliver insights on Customer Adoption Index, Customer Health Index, churn casualties and upsell opportunities
• Understand business requirements and acceptance criteria for complex tasks or projects
• Work collaboratively with other analysts and data engineers to determine opportunities for improvement across process, tooling, and data automation to optimize costs and decrease turnaround time for analytics consumers

Basic qualifications

• 2+ years of experience in data engineering, insights and reporting, and analytics with increasing responsibility in a growth environment
• 1+ years of experience in using enterprise analytics Tools: Tableau, PowerBI
• 2+ years of SQL skills with hands-on exposure to database structures and principles
• 2+ years of Advanced Excel or Spreadsheets, including pivot tables, macros, PowerPivot, and other advanced functions
• A Bachelor’s degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field

Preferred qualifications

• Excellent communication and interpersonal skills with demonstrated ability in engaging with business analysts and internal client groups and small project teams
• Communicates clearly and concisely, both written and verbal
• Effectively translates technical and business information in a manner that is easily understood by others
• Develops business knowledge and IT business analysis skills to scope assigned projects and complete other work to highest standards possible
• Adapts to ambiguity, is open to new ideas, and adjusts plans to meet changing needs
• Knowledge of visualization best practices
• Excellent problem-solving analytical skills with the ability to synthesize and communicate complex results
• Extreme attention to detail with focus on data quality, data consistency and understands criticality of metrics reported for key business decisions
• Ability for domestic travel periodically

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $84,825 - $100,275 and eligible for bonus, equity and 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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