Revenue Operations Contract Specialist

Job Description

Revenue Operations Contract Specialist
Finance | San Francisco, California

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

Our agreement with employees
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.

The team Our Finance team plays a critical role in ensuring accurate financial reporting, optimal financial management, and efficient operations across DocuSign. The team consists of Accounting, Financial Planning & Analysis, Revenue Operations, Investor Relations, and Business Operations. The Finance team partners across all organizations in DocuSign to appropriately allocate resources, inform key business decisions, and facilitate the execution of our operational plans.

This position
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 & company policy.

This position is an individual contributor reporting to the Sr. Manager, Revenue Operations and is designated Flex.

Responsibilities

• 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
• Be responsible for daily and 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

Basic qualifications

• Bachelor’s degree or equivalent combination of education and experience
• 5+ years customer order management or sales support experience in the technology industry

Preferred qualifications

• Strong level of expertise in Microsoft suite of tools, Zuora, NetSuite, and Salesforce.com applications
• 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
• 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
• Must maintain a positive attitude in stressful situations while working within a team environment

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

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.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at [email protected].

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