Principal Analyst- Professional Services

| Chicago
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Principal Analyst- Professional Services
Customer Success and Support | San Francisco, California, and Chicago, Illinois and Seattle, WA

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
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts –in professional services, customer success management, learning and enablement, and customer support –you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position

The Principal Analyst – Professional Services is responsible for maturing the insights and analytics for Professional Services, Partner Ecosystem, Utilization, Workforce management, Services Bookings, Backlog & Revenue forecasting across the Customer Success Organization at DocuSign.

The ideal candidate has worked in SaaS companies and has a rich experience across the domains of Professional Services, Customer Support and Sales Lifecycle as an analytics lead. This role requires the ability to deliver in matrixed organization at global scale. The candidate is deeply analytical with a keen understanding of business process for Professional Services and SI / Partner ecosystem programs with the ability to translate data and insights into leadership readouts.

This position is an individual contributor position and reports to the Director, Analytics.

Responsibilities
• 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
• Regional analytics to support the Customer Success Leadership, Engagement Managers, Partner Managers and Consultants role across North America, EMEA, APAC and LATAM
• Report on key metrics and KPIs to all key business partners, including senior leadership across Professional Services, Partner, field roles, and regional organizations in EMEA, APAC, and LATAM
• Determine opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers
• Create and maintain short-term & long-term capacity forecast models - determine drivers and inputs based on historical data influencers, targets, bookings, pipeline and backlog
• Deliver comprehensive analytical & statistical reporting on capacity plans, forecasts, actuals, variance and workforce trends across multiple functions and regions
• Articulate reasons for variance and drive recommendations to enhance forecast accuracy & effectiveness
• Forecast requirements for new programs to determine costs, impact to staffing and feasibility assessment
• Leverage industry best practices to accurately define problems, generate alternatives and implement solutions that permanently resolve scheduling and forecasting problems
• Deliver on revenue recognition analysis in relation to services offers, drive analysis of offer effectiveness and return on investment
• 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
• Refresh standard insights and narratives for monthly & quarterly business rhythms; deliver on what-if, descriptive and inquisitive analysis based on business questions

  • Travel: Ability to travel periodically nationally

Basic Qualifications
• 12+ years of experience in data, insights and analytics with increasing responsibility in a growth environment
• 6+ years of experience across Professional Services Automation, FinancialForce or equivalent PSA suite, Customer Support and Sales Lifecycle as an analytics lead
• 4+ years of experience in analysis for SaaS companies
• 4+ years of experience in full lifecycle of analytics using Enterprise Tools: Tableau, QlikView, PowerBI
• 4+ years of SQL skills in ANSI SQL / T-SQL with excellent hands-on exposure to database structures & principles
• A Bachelor’s degree in Computer Science, Business Information Systems, Business Administration, Finance, Economics, Applied Mathematics or Statistics, Econometrics, or closely related field

Preferred Qualifications
• Exposure to advanced analytics
• Exposure to big data platforms – Snowflake, Redshift, Azure
• Knowledge of visualization best practices
• Exposure to data models, dimensional models, data warehouse patterns
• Excellent communication and interpersonal skills with demonstrated ability in engaging with senior leaders
• Excellent problem-solving analytical skills with the ability to synthesize and communicate complex results
• Extreme attention to detail with focus on data quality, data consistency and criticality of compensation metrics
• Proficient in MS Office Suite & advanced Excel - pivot tables, macros, PowerPivots, advanced functions
• Demonstrated ability to manage vendor teams in a multi-vendor, multi-technology, multiple location scenario
• Ability to shape ambiguity; organize, govern & prioritize in a matrixed environment across organizational boundaries


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • ConfluenceManagement
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    • SalesforceCRM
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    • Oracle EloquaLead Gen

Location

The Loop has theater, arts, architecture, parks and riverwalks and great restaurants. All a stone's throwaway from the DocuSign offices.

An Insider's view of DocuSign

What’s the vibe like in the office?

There is always something new to learn and the opportunities to grow are endless. Chicago has a growing tech community, so it’s great to help contribute to that growth. Our Chicago office has a very collaborative group of people and is an exciting place to work as we expand. The happy hours and informal guitar jam sessions aren’t bad either.

Keith

Senior Director of Engineering

How do you collaborate with other teams in the company?

Everyone has tremendous amounts of knowledge in different fields, you can go to anyone and just pick their brains. I feel like I’ve learned more here than anywhere else I’ve ever worked. My coworkers are great. Not only do we have similar interests, sports, games, and shows. We all have the drive to do our craft better.

Kevin

Software Engineer

How does the company support your career growth?

DocuSign encourages anyone’s desire to learn more and provide you with multiple opportunities to expand your knowledge. For example, we have an Educational Assistance Program that gives employees a chance to pursue continued education and get reimbursed! I’ve grown a lot since I’ve started working here and am now where near plateauing.

Rachel

SQL Database Administrator

How do you make yourself accessible to the rest of the team?

We strive for a flat organization—so, our executives are involved in guiding, reviewing and mentoring teams. And because we are growing fast, you can get involved in different aspects of our product and this learning will help propel your career forward.

Ron

Chief Product Officer

What is your vision for the company?

One of my goals is that everybody who works at DocuSign can look back at their time here and say they did or are doing the work of their lives at DocuSign.

Dan

CEO

What are DocuSign Perks + Benefits

DocuSign Benefits Overview

Need time off? We offer generous Paid Time Off, Paid Volunteer Time Off, 6 Months Paid Parental Leave, Paid Bereavement Leave and Military Leave.

Interested in comp? We offer complete Total Rewards Compensation which includes equity grants, ESPP, Pre-tax and Post-Tax Retirement Benefits/Pension and Employee Referral Bonus Program ($2K!)

Want to thrive? We offer comprehensive Health Benefits (Free for employees; 50% paid coverage for dependents) and a Wellness Benefit

What to expand your mind? Take advantage of our extensive Learning & Development training (in person and online), Education Assistance ($5K/year) and DocuSign University certification

Have a little fun! Enjoy happy hours, plentiful snacks and refreshments and fun team offsites

Interested in giving back? Volunteer 3 days a year and donate to charity and DocuSign IMPACT will match your gift.

Culture
Volunteer in local community
DocuSign pledges 1% of our time by granting employees 3 VTO (Volunteer Time Off) days as part of our DocuSign IMPACT initiative.
Partners with Nonprofits
Through DocuSign for Forests™ initiative, we will donate $1.5 million to organizations that preserve the world’s forests. The first $1 million will go to the Jane Goodall Legacy Foundation.
Friends outside of work
Eat lunch together
Intracompany committees
There are many ways to contribute to our culture including but not limited to engaging with our Employee Resource Groups (ERGs): Women, Pride, BOLD, Honor, Parents, LatinX.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Board of Directors: Chairwoman, 4 women (36%), 3 non-Caucasians CEO Direct reports: 4 women (30%), 1 non-Caucasians, 1 LGBTQ
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DocuSign employees can contribute up to $2,700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
DocuSign employees receive a minimum of 20 days per year of paid time off.
Paid Volunteer Time
Our employees receive 24 hours ( 3 days) per year of paid volunteer time as part of our DocuSign IMPACT program
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer $5,000 annually for continuing education.
Online course subscriptions available
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