Technical Account 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

The Technical Account Manager (TAM) acts as a trusted advisor for enterprise customers covered by a TAM entitlement, to help ensure the technical health of their Docusign implementations.

The TAM serves a key role by resolving complex and critical technical issues, providing technical product guidance, exercising leadership in managing service disruptions, and finding opportunities for technical optimization and mitigation through telemetry analysis.This position is an individual contributor role reporting to Manager, Technical Account Management.

Responsibility

• Serve as the first point of contact for enterprise customers’ technical inquiries and resolution
• Partner with enterprise account team as technical SME to upsell, cross-sell and renew
• Provide leadership to manage service disruptions for enterprise customers
• Drive customer change management for new product functionality
• Maintain a detailed customer technical account profile to ensure supportability
• Serve as liaison in advocating for customer product needs and provide insight into Docusign product roadmap
• Ensure Customer contacts have the expertise necessary to manage existing and new product functionality
• Provide leadership when there are service disruptions, facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicable
• Ensure consistent delivery of all Enterprise Premier Support program components
• Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support services
• Be flexible for “off hours” work, including but not limited to customer Go-Live support, rotational on-call shifts, and all-hands initiatives
• Travel as necessary (10-20%)

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

 

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

• Fluency in English
• Bachelor of Science degree in Computer Science, Engineering, or related technical field (or equivalent experience in customer-facing technical management)
• 5+ years of SaaS troubleshooting experience in a Technical Support capacity
• Experience with modern markup and programming languages (XML, C#, Python, PHP, JavaScript/jQuery, or similar)
• Log-analysis skills using tools like Wireshark, Fiddler, Charles Proxy, browser developer tools, etc.
• Experience managing major accounts in a tech environment

Preferred

• Business intuition to identify growth opportunities within existing accounts
• Expertise with executive-level reporting tools (Salesforce, Excel, PowerPoint, Google Suite)
• Experience resolving challenges in a web-based environment (HTTP, JSON, IIS, HTML, CSS)
• Strong collaboration skills to work closely with technical teams and resolve client issues
• Crisis management and resolution capabilities
• 5 + years of related experience; Lead/Senior or SME position preferred
• Expert in contract lifecycle management
• Experience with DS products and integrations
• Deep knowledge of enterprise technical infrastructure (networking, access management, server/web tech, security, compliance)
• Proficiency with regular expressions, debugging code, and complex data validation rules
• Ability to juggle multiple priorities/projects concurrently
• Proven capacity to learn new technologies quickly and independently
• Track record of supporting technical decisions and trade-offs based on business needs
• Mentorship experience
• Self-motiv