GTM Systems Manager

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 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). What you'll do As the GTM Systems Manager, your charter is to ensure operational excellence and optimal user experiences for our GTM systems, including our conversation intelligence platform (Gong), across the revenue organization. This role will bridge business needs and technical execution, documenting requirements for larger platform enhancements, triaging support requests through Slack and ticketing channels, and partnering with DTS on more complex cross-platform technical implementations. You will be the organizational driver in executing on the platform roadmap and collaborating cross-functionally with the Field, GTM Operations, DTS, and Enablement teams to maintain platform health, drive user adoption, and continuously optimize Gong to support evolving GTM processes and business objectives. This position is an individual contributor role reporting to the Director, GTM Process Strategy & Operations. Responsibility Own and drive feature roadmaps for GTM systems and catalogue use cases across approved licenses, staying up to date on new betas and functionality releases Manage designated intake processes and triage incoming process or system change requests, lead prioritization rhythms, and execute platform roadmap initiatives Spearhead global and cross-segment alignment motions with the Field to ensure buy-in on new usage expectations or new feature deployments Manage day-to-day Gong platform configurations including trackers, scorecards, deal boards, custom fields, and workflows to support evolving business requirements and GTM processes Serve as primary point of contact for escalated troubleshooting to support end users and manage support ticket escalations Document detailed business requirements, user stories, and functional specifications for platform enhancements and larger technical requests in partnership with stakeholders Create and maintain comprehensive platform documentation including configuration guides, standard operating procedures, troubleshooting resources, and user FAQs Partner with Enablement to drive strategic content for user training sessions and office hours to drive platform adoption and promote best practices across the revenue organization Partner with technical teams on custom coding requirements, integrations, and API configurations while managing project timelines and stakeholder communication Perform regular platform health checks, data quality audits, and configuration reviews to ensure optimal performance and identify opportunities for improvement Conduct regular feedback sessions with user groups to inform platform strategy evolution and roadmap prioritization 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 8+ years of experience in Sales Operations, Revenue Operations, or business systems administration role 1+ years of hands-on experience with Gong platform administration and configuration (or another CI platform) Experience with Salesforce administration and CRM integrations Demonstrated ability to manage platform configurations, user permissions, and workflow customizations Strong technical aptitude with ability to understand system architecture, data flows, and integration points Excellent communication skills with proven ability to translate technical concepts for non-technical audiences Experience with support ticketing systems, documentation tools, and knowledge base management Preferred Gong platform certification or equivalent advanced training AI literacy and familiarity with Agent-building Familiarity with APIs, webhooks, and basic scripting or SQL for data manipulation Background in sales or customer success operations with understanding of revenue workflows and processes Experience working in high-growth SaaS environments with rapidly changing business requirements Project management experience with ability to manage multiple priorities and stakeholder expectations in a fast-paced environment Wage Transparency 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: $132,700.00 - $206,800.00 base salary Illinois, Colorado, Massachusetts and Minnesota: $126,500.00 - $173,900.00 base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $126,500.00 - $182,500.00 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 Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. 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 [email protected]. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. EEO Statement 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. EEO Know Your Rights poster