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 Partner Operations Support Lead will become the subject matter expert in the policies and processes of our partner program, responsible for owning and maintaining our support mechanisms and key back office processes of our go to market partner lifecycle, while helping build needed improvements to support a growing partner ecosystem.

The Lead will be responsible for ensuring we can effectively support our partners and internal stakeholders by overseeing our case management processes as well as through the execution of day to day program functions as executed by a team of Partner Operations Analysts, including improving the quality of our partner data, and supporting or driving the development of policy, process and operational documentation across all partner types. The Lead will maintain operational excellence in driving or supporting multiple cross functional initiatives with internal stakeholders that will drive simplicity, increase value, ensure quality, and scale in support of a rapidly growing Org.

This role requires excellent task management skills, attention to detail and a metrics-driven approach to prioritization. In addition, the Partner Operations Support Lead must be able to build relationships and trust across many of our internal organizations such as Legal, Revenue Operations, Enterprise Applications, GTM Operations, Partner Success, Sales and Business Development.

This position is an individual contributor role reporting to the Global Partner Operations Director and is designated Flex.

Responsibilities

  • Manage all partner issues through case management, review trends in problems, and help prioritize fixes to ensure world class partner experience
  • Streamline critical internal and external operational processes and tools
  • Support the intake and prioritization of requests for operational improvements
  • Set and analyze key operational KPIs to identify areas of strength and improvement
  • Oversee the accurate execution of back-office program administration, such as partner data management, Profile and Solution management, account mapping requests, etc.
  • Ensure all Partner operations related processes and procedures are well documented, maintained for accuracy, accessible and ready for consumption
  • Support the intake and prioritization of requests for operational improvements
  • Work with cross functional teams to ensure data integrity and single source of truth data is updated and timely so the business processes and tools that rely on this data run effectively
  • Partner with and be a trusted advisor for DocuSign and Partner leaders to make strategic investment decisions to achieve mutual goals and objectives
  • Support the partner sales, services, deal desk, and solution consulting organizations
  • Launch new policies and processes, enable the Partner teams, and the direct sales team as needed, on relevant partner mechanisms, processes, and workflows
  • Advocate for the partner organization by being a subject matter expert on the partner business and processes, business requirements, and reporting
  • Maintain and strengthen key relationships with Operations, Partner Sales, Accounting and Finance, Enterprise Application, internal legal counsel, other cross-functional groups and external partners

Basic qualifications

  • 8+ years of relevant experience in Customer or Partner Support, Partner Operations, Partner success or account management
  • Experience managing or overseeing a team of support analysts or administrators
  • Case management and analysis experience
  • Experience supporting Resale, Referral and/or Services programs

Preferred qualifications

  • Proficiency with Salesforce, FinancialForce
  • Experience with partner portals, partner onboarding, and partner engagement tools (e.g., Salesforce Communities, Partner.io, etc.)
  • Ability to work in a matrix, enterprise organization with multiple systems
  • Experience producing a high volume of accurate deliverables with tight deadlines
  • Interpersonal skills, including excellent written and verbal communication
  • Excellent stakeholder management and presentation skills
  • Roll up your sleeves attitude to stand up new programs and enhance existing programs
  • Ability to direct and steer cross-functional teams and ensure quality and accountability
  • Ability to multitask, work under tight timelines and work with geographically distributed teams
  • Excellent analytical and problem solving skills with the ability to drive conflict resolution

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $93,700 – $128,875 and

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