What you'll do

As the GTM Systems Manager, your charter is to ensure operational excellence and optimal user experiences for our GTM systems, including our conversation intelligence platform (Gong), across the revenue organization. This role will bridge business needs and technical execution, documenting requirements for larger platform enhancements, triaging support requests through Slack and ticketing channels, and partnering with DTS on more complex cross-platform technical implementations. You will be the organizational driver in executing on the platform roadmap and collaborating cross-functionally with the Field, GTM Operations, DTS, and Enablement teams to maintain platform health, drive user adoption, and continuously optimize Gong to support evolving GTM processes and business objectives.

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

Responsibility

• Own and drive feature roadmaps for GTM systems and catalogue use cases across approved licenses, staying up to date on new betas and functionality releases
• Manage designated intake processes and triage incoming process or system change requests, lead prioritization rhythms, and execute platform roadmap initiatives
• Spearhead global and cross-segment alignment motions with the Field to ensure buy-in on new usage expectations or new feature deployments
• Manage day-to-day Gong platform configurations including trackers, scorecards, deal boards, custom fields, and workflows to support evolving business requirements and GTM processes
• Serve as primary point of contact for escalated troubleshooting to support end users and manage support ticket escalations
• Document detailed business requirements, user stories, and functional specifications for platform enhancements and larger technical requests in partnership with stakeholders
• Create and maintain comprehensive platform documentation including configuration guides, standard operating procedures, troubleshooting resources, and user FAQs
• Partner with Enablement to drive strategic content for user training sessions and office hours to drive platform adoption and promote best practices across the revenue organization
• Partner with technical teams on custom coding requirements, integrations, and API configurations while managing project timelines and stakeholder communication
• Perform regular platform health checks, data quality audits, and configuration reviews to ensure optimal performance and identify opportunities for improvement
• Conduct regular feedback sessions with user groups to inform platform strategy evolution and roadmap prioritization

Job Designation

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

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

• 8+ years of experience in Sales Operations, Revenue Operations, or business systems administration role
• 1+ years of hands-on experience with Gong platform administration and configuration (or another CI platform)
• Experience with Salesforce administration and CRM integrations
• Demonstrated ability to manage platform configurations, user permissions, and workflow customizations
• Strong technical aptitude with ability to understand system architecture, data flows, and integration points
• Excellent communication skills with proven ability to translate technical concepts for non-technical audiences
• Experience with support ticketing systems, documentation tools, and knowledge base management

Preferred

• Gong platform certification or equivalent advanced training
• AI literacy and familiarity with Agent-building
• Familiarity with APIs, webhooks, and basic scripting or SQL for data manipulation
• Background in sales or customer success operations with understanding of revenue workflows and processes
• Experience working in high-growth SaaS environments with rapidly changing business requirements
• Project management experience with ability to manage multiple priorities and stakeholder expectations in a fast-paced environment

Wage Transparency

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $132,700.00 - $206,800.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $126,500.00 - $173,900.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $126,500.00 - $182,500.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events