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).

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 inquiries related to contract, invoice and product issues

• Review and sign off on 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

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.

Basic

• Bachelor’s degree or equivalent combination of education and experience
• 5+ years’ customer order management or sales support experience in the technology industry
• Experience with Salesforce.com and Excel
• Experience with Google Suite

Preferred

• Strong level of expertise in Salesforce.com
• Contract structuring and commission calculation experience
• Process improvement and/or project management experience
• Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately debate difficult issues, ability to think quickly

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

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

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

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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