CS Capacity Planning Analyst

Company Overview

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).

What you'll do

As the Resource Manager, you will bridge the technical and business worlds, partnering closely with cross-functional teams across the company to use data to drive better outcomes for the global Customer Success business. In this role, you will work with large data sets, using statistical and analytical techniques to identify patterns, predict business performance, and provide recommendations to senior leadership. This position requires you to drive business performance optimization by analyzing data, improving processes, and strategically planning. You will support global strategic initiatives, recurring analytics activities, and ad-hoc decision support, and will also manage the reporting and governance of key business metrics like churn, renewal rates, and net retention.

This position is an individual contributor reporting to Director, Strategy Ops Account Management.

Responsibility

• Work within Salesforce to assign Customer Success Account Managers to Docusign customers and sales pursuits

• Ensure each assignment is configured accurately using system tools and processes

• Collaborate with internal customers, while driving towards results and adhering to policies and procedures

• Meet and exceed organizational SLAs for timely assignment processing

• Liaise with Customer Success leadership teams to fulfill assignment requests

• Engage with sales when or if clarification on engagement is needed

• Engage with Customer Success Account Managers and leadership as needed to understand consultant workload and balance project assignments

• Identify areas of opportunity for underutilized resources

• Assess and report on Customer Success Account Managers utilization and capacity

• Identify concerns or issues proactively with customer expectations, deliverables and resourcing challenges

• Assess and help mitigate resource constraints

• Participate in cross functional initiatives to mature tools, processes, and support functions

• Create training materials for colleagues and partners

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

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 bring

Basic

• Bachelor’s Degree or equivalent experience
• Experience with G-Suite tools including Google Sheets, Google Docs, Gmail or equivalent
• 5 years Resource Management, logistics, business operations or relevant professional business experience
• Ability to establish a collaborative relationship with colleagues, partners, and senior management

Preferred 

• Excellent verbal and written communication skills
• Strong organizational and time management skills
• Must be a self-starter and have the ability to creatively problem solve
• Experience working with remote teams
• Experience with resource management in a customer-facing environment, ideally in a technology organization
• Experience using Salesforce, Tableau and Snowflake

Life at Docusign

Working here

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. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign 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.

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