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Company Overview
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you’ll do
As a Revenue Operations Contract Specialist, your responsibilities include supporting a number of Sales teams, including but not limited to, deal structure, order processing, and compensation calculations, while ensuring orders are in compliance to revenue and company policy.
This position is an individual contributor role reporting to the Sr. Manager, Revenue Operations.
Responsibility
• Provide Pre-Sales internal support and guidance to Account Executives and Account Managers on contract negotiations
• Assist Sales in addressing ongoing customer satisfaction inquires related to contract, invoice and product issues
• Review submitted order forms for completeness, accuracy, and conformance to Docusign sales order acceptance policies
• Work with Sales and Collections to deconstruct and solve complex billing issues and assist in account reconciliations for customer billing investigations and disputes
• Process contracts and orders and ensure all documentation is in compliance with revenue and company policy
• Manage provisioning/delivery issues
• Responsible for daily/monthly audits of all Compliance reports
• Respond to process and policy questions and effectively communicate requirements to Sales
• Work with Rev Rec, Collections, and Legal on contract issues and provide suggestions and assistance for contract negotiation in order to ensure proper revenue recognition
• Apply knowledge, skills and judgment to make moderately difficult decisions and resolve issues
• Participate in process development and improvement projects, as well as other ad hoc projects
• Work independently on assignments and escalations that are diverse in scope, requiring seasoned judgment in resolving issues or in making recommendations
• Challenge legacy policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing, and formulate creative solutions or work-around based on that analysis
• Share best practices with and provide cross training for peers, team members and outside business units, in order to enhance the quality and efficiency of support and contribute to the knowledge base
• Assist Sales Team in creating contract/orders when required
• Perform credit memo calculations and create necessary cases
• Ensure all approved requests have been properly documented in accordance to Revenue Operation processes, escalated to the appropriate approval level, and resolved within SLA
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
• Bachelor’s degree or equivalent combination of education and experience
• 8 years’ customer order management or sales support experience in the technology industry
Preferred
• Strong level of expertise in Microsoft suite of tools, Zuora, NetSuite, and Salesforce.com applications
• Experience with contract structuring and commission calculation
• Experience with process improvement and/or project management
• Excellent interpersonal skills with the ability to articulate verbally and written, willingness to appropriately debate difficult issues, ability to think quickly
• Strong research, analytical, and problem-solving abilities, and extreme attention to detail
• Ability to work independently and excel in a fast growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative
• Ability to understand broader business and financial issues and juggle multiple projects and tasks
• A demonstrated positive attitude in stressful situations while working within a team environment
Wage Transparency
Based on applicable legislation, the below details pay ranges in the following locations:
California: $81,525 – $126,5060 for 9 month position duration
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 is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
Applicant and Candidate Privacy Notice
States Not Eligible for Employment
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
Equal Opportunity Employer
It’s important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, 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, or any other legally protected category.
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