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Director - Analytics; Customer Success Operations, Professional Servic

Location
San Francisco, California
Job Type
Permanent
Posted
15 Oct 2020
Director - Analytics; Customer Success Operations, Professional Services and Support Customer Success and Support | Seattle, Washington, San Francisco, California 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 The Customer Success Analytics team empowers the Customer Success organization with strategic insights to accelerate consumption, maximize retention and optimize solutions to unlock new opportunities. We enable proactive and prescriptive insights to support the customer journey experiences and help Customer Success at DocuSign understand the effectiveness of their portfolio of offerings and investment choices for go-to-market programs This positionThe Director - Analytics; Customer Success Operations, Professional Services and Support is responsible driving analytics that empower the business leaders with the ability to drive critical decisions on professional services & support effectiveness and key renewal outcomes The ideal candidate has a domain expertise in either of Customer Success, Professional Services, Customer Support, Sales Lifecycle as Analytics Lead. In this role you will leverage analytics and advanced techniques to help Customer Success at DocuSign understand the effectiveness of its portfolio of services & support and investment ROI in terms of measurable outcomes of retention, upsell and cross-sell. You will partner closely with Customer Success business leaders and analysts in sales and finance to influence and shape the roadmap for descriptive and prescriptive outcomes based on customer cohort and customer journey analysis. You have a track record of driving successful advanced analytics initiatives while balancing the diagnosis and fixing of urgent problems with a calm assertive approach. This role requires the ability to deliver in matrixed organization at global scale. As a people leader the person will nurture analytics talent to drive results and have a strong team-building and mentorship mindset. The candidate is deeply analytical with keen understanding of business process and programs and the ability to translate data and insights into executive readouts. This position is a people manager position and reports to the Senior Director, Customer Success Analytics, Services Management. Responsibilities Drive descriptive & prescriptive analytics for the operations, services and support organizations - understand, track and predict where the investments will have the greatest return - deliver insights into the effectiveness of Customer Success services and support offerings portfolio Deliver on insights and analytics for Customer Support, Case Volumes, Call Deflections, Case Escalation Prediction, Call Volume Forecasting, Routing Effectiveness, Tiered Support, Customer Survey, Customer Self-Service effectiveness, Self-service Content / Page views, Productive exit, Community metrics Deliver on insights and analytics for Professional Services, Partner Ecosystem, Partner / SI Tiering measurement, Partner Surveys, Partner Capacity Planning, Services Delivery Utilization, Workforce Planning and management, Services Bookings, Backlog forecasting, Revenue Forecasting Deliver on partner tier measurement scorecards for partner ecosystem, determine capacity for system integrators across industry, product and regions, assess partner surveys, ensure tracking of delivery through partners to meet the goals of the economic model Deliver comprehensive month-end and quarter-end analysis on consumption and renewal outcomes, churn risk assessment, engagement manager & professional services KPI's, support KPI's to support the business reviews and Sales + Success council Support reporting & analysis on capacity plans, forecasts, actuals, variance Combine analytics, exploratory skills and data intuition to deliver insights on churn causalities and upsell opportunities Determine opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers Manage Reporting and analytics resources and cultivate a winning culture measured by high retention and employee satisfaction of high performing team, fostering internal growth and promotions Travel: Ability to travel periodically nationally and internationally Basic Qualifications 14+ years of experience in data and analytics with progressively increasing responsibility including more than 3 years managing a team in a fast-paced hyper-growth environment. 4+ years of demonstrated experience in solving complex business problems using advanced analytics and statistical techniques (exposure to machine learning, exposure to predictive analytics preferred) 4+ years of experience with one or more of Customer Success, Professional Services, Customer Support domain areas with knowledge of analytics concepts related to customer lifecycle - customer journeys, lifetime value, upsell, cross-sell, churn analytics, customer / account targeting, propensity analysis, customer health index, adoption analytics 3+ years of providing insights to support strategic decisions, including preparing and delivering insights and recommendations to executives 5+ years of experience working in an agile environment with iterative development & business feedback 4+ years of experience with one or more of Enterprise Visualization Tools: Tableau, QlikView, PowerBI and proficient in MS Office Suite or Google Docs with advanced Excel skills - pivot tables, macros, PowerPivots, advanced functions A Bachelor's or Master's degree in Analytics, Business Administration, Applied Mathematics or Statistics, Econometrics, or closely related field Preferred Qualifications Exposure to AI & NLP Exposure to big data platforms - Snowflake, Redshift, Azure, Matillion, Hadoop Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leaders Provide insights to support strategic decisions, including preparing and delivering insights and recommendations to executives Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning Experience working in an agile environment with iterative development & business feedback Exposure and experience with one or more of Enterprise Visualization Tools: Tableau, QlikView, PowerBI and proficient in MS Office Suite or Google Docs with advanced Excel skills - pivot tables, macros, PowerPivots, advanced functions Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leader
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Details

  • Job Reference: 182886807-2
  • Date Posted: 15 October 2020
  • Recruiter: DocuSign Inc.
  • Location: San Francisco, California
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent