Job description
Company Overview
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.
What You'll Do
In this position, you are responsible for adjudicating Sales Operations cases (disputes) logged by the Sales team according to the provisions of DocuSign’s Global Sales Operating Policies and per established team SLAs. The successful candidate must first learn the policies and how to apply them. Next, you should be able to analyze the case presented, gather evidence from both sides, do your own research if necessary and issue a written ruling based on policy. You should be able to defend your ruling based on policy, logic, and historical precedence. You must be able to communicate concisely and effectively with upper-level Sales Leaders. You will also support the Global Sales Team by providing support with reporting, assessments, and vendor forms.
These cases directly impact Sales compensation, and can often be contentious. Topics range from deal splits, to determining SFDC hierarchy realignment, account ownership, and opportunity ownership for mergers, acquisitions, and divestitures. This also includes determining correct ownership for duplicate accounts or lost subsidiaries, and determining eligibility for churn relief.
This position is an individual contributor role reporting to the Sr. Manager, Global Governance Team and is designated Flex.
Responsibility
- Adjudicate SalesOps cases logged in SFDC
- Assist with case escalations, including time-sensitive issues and peer-reviews cases
- Work with cross-functional teams as needed to resolve issues or redirect requests
- Participate in quarterly Global Sales Operating Policies revision process and based upon cases, suggest any potential policy updates that may be required
- Provide support as requested to the Sales team for customer reporting, customer QBR preparation, completion of vendor forms, and customer assessments
- Retrieve and analyze data using Excel and other data management/BI systems (Snowflake, SQL, Tableau, etc.)
- Participate in other projects as requested
What You Bring
Basic
- BS/BA degree in relevant discipline
- 2+ years experience with a blend of Sales, Operations, Customer Support, Finance Analyst, Business Analyst, or Consulting experience
- Experience with basic SFDC architecture, including Case, Account, and Opportunity objects
Preferred
- 2+ years Sales experience
- Proficient computer skills, including Google Suite and Microsoft Excel
- Strong oral and written communication skills with the ability to communicate effectively at various organizational levels, including Sales VPs
- Ability to collaborate across teams
- Precise attention to detail and excellent problem-solving skills
- Self-started with the ability to meet deadlines and handle and prioritize simultaneous requests
- Team player with the ability to be flexible and adaptable in a changing environment
- Strong aptitude for learning new things
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
Based on Colorado law, the following details are for Colorado individuals only: Colorado hourly pay range: $29.28/hour - $38.08/hour and eligible for bonus, equity and benefits.
Based on legislation in New York City, the following details are for individuals who reside and would be working in New York City only: New York City hourly pay range: $31.30/hour - $40.68/hour and eligible for bonus, equity and benefits.
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 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.
Our global benefits
Paid time off
Take time to unwind with earned days off, 10+ paid holidays, volunteer days and other programs.
Paid parental leave
Take up to six months off with your child after birth, adoption or foster care placement.
Full health benefits
Options for 100% employer-paid health plans from day one of employment.
Retirement plans
Select retirement and pension programs with potential for employer contributions.
Learning & development
Grow your career with coaching, online courses and education reimbursements.
Compassionate care leave
Paid time off following the loss of a loved one and other life-changing events.
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