Operational Analyst, Customer Success

DocuSign   •  

Seattle, WA

5 - 7 years

Posted 180 days ago

This job is no longer available.

Operational Analyst, Customer Success

Customer Success & Support | Seattle, Washington


Collaborate with our customers while providing consulting services and technical support to help them leverage their use of our products for maximum impact.


Position Summary


The Operational Analyst, Customer Success is responsible for providing financial operations support across the Customer Success Organization at DocuSign.  This highly skilled and motivated Operational Analyst, Customer Success will support the Customer Success organization. This position will partner with key executives, finance, and technical leadership to execute key initiatives which will include: 


  • Understanding organizational utilization, and identify opportunities to improve
  • Own, develop, and implement an analytical approach to labor planning for all global support centers
  • Conduct revenue gap analyses
  • Execute territory planning and make recommendations
  • Develop a system to run a weekly revenue & bookings forecast for the Services Organization
  • Own and produce cost/benefit analyses and communicate key drivers and inputs to support business decisions with leadership teams for variable headcount options ·
  • Create and Automate business dashboards to evaluate variable headcount performance as well as scaling metrics and related cost metrics
  • Communicate financial and business results including variance analyses to senior business leaders on a weekly, monthly and quarterly basis

 The ideal candidate has experience in operational-focused finance, specifically in Customer Success, Support and Services businesses and the analytics, reporting and insights required to optimize for performance. 

This position is a individual contributor position and reports to the Sr. Director of Customer Success Analytics



  • Provide insightful analysis of business performance and trends, budgets and forecasts, analysis of performance variances, and other related ad hoc financial analyses
  • Defines project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders
  • Develops and maintains institutionalized analysis and reporting mechanisms for recurring review of company profitability and operating performance. Works with operating division clients to help develop inputs and assumptions, as well as outline and explain insights from these mechanisms
  • Partner with BI team to develop insightful and actionable dashboards and reports, enabling the business leaders to make improved day-to-day decisions


Basic Qualifications


  • Bachelor's degree in finance, accounting, business, or economics
  • 5 years of experience in finance/FP&A operational-support function
  • 1+ years SQL experience


Preferred Qualifications

  • Experience with QlikView a plus
  • Exceptional written and verbal communication skills with a customer focused, professional demeanor
  • Exceptional Excel skills, and the ability to assemble impactful, data-driven financial models
  • An ability to quickly assemble ad-hoc, impactful reports
  • Knowledge and ability to utilize dashboards, specifically QlikView