Customer Success Operations Senior Manager, JAPAC

Customer Success Operations Senior Manager - JAPAC
Customer Success & Support | Sydney

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

The position
The JAPAC Customer Success Operations Senior Manager proactively plans and delivers critical business insights and articulates team performance.  In doing so, he/she/they gives a clear view of key organisational measures to help drive critical immediate, medium and long-term business decisions and process improvements based on data. The selected candidate will be accountable to JAPAC and Global leadership teams, driving success in a matrixed global leadership model. 

Business insights and reporting domains include but are not limited to: CS revenue forecasting and tracking; churn attribution, recommending segmentation of customers based on risk/opportunity factors; identifying key drivers of product adoption; optimisation of resource utilisation and productivity; performance and analysis of customer programmes and other ad-hoc projects.

Success in this role requires the ability to evolve and mature data insights, practices, and domains, and build processes that scale with rapid and sustained growth.  You must be confident and fluid in the face of change. 

This position is an Individual Contributor and reports to the VP Global Customer Success Operations.

Responsibilities

• Provide thought leadership regarding data and actionable insights to key stakeholders across the JAPAC Customer Success organisation, including: Professional Services, Partner Success, Customer Enablement and Customer Success Management
• Create and manage dashboards to provide visibility and monitoring of key metrics relevant to the JAPAC region and promote focus areas based on identification of trends and performance differentiators
• Perform recurring and ad hoc analyses to identify trends, impacts & root causes across Customer Success, as well as articulate key findings to assist decision making and prioritisation
• Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
• Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)
• Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools
• Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks
• Produce weekly, monthly, and quarterly recurring reporting as well as fulfil adhoc data requests
• Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practice
• Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Sales Leaders
• Own and coordinate fiscal year planning  (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success teams in APAC and Japan

Basic qualifications

• Extensive experience of working in a senior business analysis / data analysis role ideally in a customer facing or sales team of a management consultancy/tech company
• Experience using and developing reports, metrics and dashboards with salesforce.com and BI tools and Advanced Excel
• Strong communication skills with the ability to engage stakeholders at all levels, and across multiple geographies.
• Compelling storytelling, with the ability to leverage data to drive action, including for non--analytical audiences
• Attention to detail, excellent organizational skills, superior time management skills
• Results driven independent thinker with proven problem-solving abilities
• Willingness and ability to travel as necessary, typical about 15%
• Educated to degree level or equivalent
• Experience working in the JAPAC market
• Fluency in English

Preferred qualifications

• Fluency in Japanese
• Very strong executive presence and engagement skills
• Experience working in high-growth, performance focused environment
• Background in customer success, support and consulting services 
• Background in B2B and B2B2C Software as a service (SaaS) companies 
• Resourceful and able to collaborate across multiple functions/geographies to accomplish complex tasks
• Proactive mindset and desire to continually evolve the way we use data to drive impactful insights.
• Demonstrable ability to see beyond the numbers to drive sound decision-making

About us
DocuSign® helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, colour, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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