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Director, Portfolio Analytics

Company: Docusign
Location: San Francisco
Posted on: March 28, 2020

Job Description:

We're looking for a candidate to fill this position in an exciting company.

  • Drive descriptive, predictive & prescriptive analytics for the customer success offerings portfolio - understand, track and predict where the investments will have the greatest return - deliver insights into the effectiveness of Customer Success offerings portfolio
  • Drive analytic models for targeted service offers to help the global Customer Success Managers and Account Managers community in improving the customer journey and positively impacting MRR/ARR outcomes
  • Deliver on insights and analytics for Customer Support, Case Volumes, Call Deflections, Case Escalation Prediction, Call Volume Forecasting, Routing Effectiveness, Tiered Support, Customer Survey, Customer Self-Service effectiveness, Self-service Content / Page views, Productive exit, Community metrics
  • 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
  • Deliver comprehensive analytical & statistical reporting on capacity plans, forecasts, actuals, variance and workforce trends across multiple functions and region
  • 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
  • Deliver on insights and analytics to help business leaders answer critical questions related to customer success offerings portfolio effectiveness and investment choices for go-to-market programs - help shape decisions on new program/offer introduction across Customer Success Enablement, Professional Services, field CSM roles, and regional CSM organizations in EMEA and APAC
  • Combine analytics, exploratory skills and data intuition to deliver insights on Customer Adoption Index, Customer Health Index, churn causalities and upsell opportunities
  • Determine opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers
  • Manage Reporting and analytics resources and cultivate a winning culture measured by high retention and employee satisfaction of high performing team, fostering internal growth and promotionsBasic Qualifications
  • 14-15 years of experience in data and analytics with progressively increasing responsibility including more than 3 years managing a team in a fast-paced hyper-growth environment.
  • 4+ years of demonstrated experience in solving complex business problems using advanced analytics and statistical techniques (exposure to machine learning, exposure to predictive analytics preferred)
  • 3+ years of experience with one or more of Customer Success, Professional Services, Customer Support domain areas with knowledge of analytics concepts related to customer lifecycle - customer journeys, lifetime value, upsell, cross-sell, churn analytics, customer / account targeting, propensity analysis, customer health index, adoption analytics
  • A Bachelor's or Master's degree in Analytics, Business Administration, Applied Mathematics or Statistics, Econometrics, or closely related field Preferred Qualifications
    • Exposure to AI, Deep Learning, Neural Networks, NLP
    • Exposure to big data platforms - Snowflake, Redshift, Azure, Matillion, Hadoop
    • Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning
    • Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries
    • Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leaders
    • Provide insights to support strategic decisions, including preparing and delivering insights and recommendations to executives
    • Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries
    • Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning
    • Experience working in an agile environment with iterative development & business feedback
    • Exposure and experience with one or more of Enterprise Visualization Tools: Tableau, QlikView, PowerBI and proficient in MS Office Suite with advanced Excel skills - pivot tables, macros, PowerPivots, advanced functions
    • Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leaders

Keywords: Docusign, San Francisco , Director, Portfolio Analytics, Executive , San Francisco, California

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