Job Description
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 fuels 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 handle agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you'll do
The Position
The Contract Specialist will be responsible for supporting a number of Sales teams across the EMEA region in deal structuring, ensuring orders are in compliance with company's Revenue Operations Order Bookings policies and also ensuring applicable Revenue Recognition accounting rules are adhered to. The role will include extensive coordination with multiple internal departments including Accounting, Sales Operations, Commissions, Legal, Professional Services and Customer Care. Individual must be able to work in a team environment, be self-motivated, well-organized and extremely meticulous with proven problem solving and decision-making skills.
This position reports to the Manager, Revenue Operations.
Responsibilities:
- Provide pre-sales internal support & guidance to Account Executives and Account Managers on contract negotiations
- Assist Sales in addressing ongoing customer satisfaction inquiries 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 address sophisticated billing issues and assist in account reconciliations for customer billing investigations and disputes
- Process contracts and orders and ensure all documentation complies with revenue and company policies
- Lead provisioning/delivery issues
- Respond to process & policy questions and optimally 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 correct 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 top-tier 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 workaround based on that analysis
- Share knowledge and provide training to improve support quality and efficiency, promoting standard methodologies among peers, team members, and external business units
- Assist Sales Team in creating contract/orders when required
- Ensure all approved requests have been properly documented in accordance with Revenue Operation processes, sophisticated 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 Qualifications:
- 4+ years experience of Order Management, Deal Desk, Sales Operations or Sales Support experience in the technology industry
- Bachelor's degree or equivalent combination of education and experience
- Contract structuring and commission calculation experience
- Strong level of expertise in Microsoft suite of tools, Apttus and Salesforce.com applications
- Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately debate difficult issues, ability to think quickly
- Strong research, analytical, and problem-solving abilities, and acute attention to detail
- Ability to work independently and excel in a fast growing/fast paced environment delivering accuracy while handling deadlines where adaptability is imperative
- Ability to understand broader business and financial issues and juggle multiple projects and tasks
- Ability to maintain a positive attitude in stressful situations while working within a team environment
Preferred Qualifications:
- Process improvement and project management experience
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.
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