Sr. 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 Senior Technical Account Manager (TAM) accelerates customer value realization with Docusign IAM by serving as a strategic, data-driven technical solution advisor to enterprise customers. The TAM champions architectural best practices, performance optimization, and tailored feature guidance while proactively leveraging technical expertise to guide clients through complex environments, mitigate risks, and uncover growth opportunities.  The TAM will partner closely with the customer account team to drive value-driven outcomes, ensure seamless platform adoption, and accelerate long-term enterprise growth. 

This position is an individual contributor role reporting to the Manager, Technical Account Management.

 

Responsibility

• Trusted Technical Advisor: Serve as the primary strategic advisor and technical point of contact for enterprise customers' active production environments, ensuring live operations align with overarching business goals

• Enterprise Customer Onboarding and Enablement: Lead and orchestrate the technical onboarding journey for complex enterprise accounts, including new release introduction, hands-on walk through for new Docusign administrators, introduction to Docusign IAM best practices, and ensuring new features align with long-term platform scalability, performance, and regulatory requirements

• Growth & Expansion: Partner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross-sell, and renewal opportunities

• Feature POCs & Agentic Agreement Advisor: Partner with customers to innovate and proof-of-concept (POC) new features and serve as the customer’s expert advisor on Agentic ideation and optimization within and alongside Docusign IAM

• Technical Systems Management: Define, track, and report on key technical project health and production adoption metrics to ensure system stability and visibility into customer sentiment and value realization

• Solutions Architecture Review and Optimization: Proactively evaluate and develop optimization plans for third-party and custom API integration for Production environments

• Roadmap Alignment: Act as a strategic liaison to advocate for customer product needs, providing visibility into the Docusign product roadmap and matching future capabilities to customer use cases

• Account Profiling: Maintain comprehensive, data-informed technical customer profiles to track architectural health, integration points, and overall supportability

• Crisis Management: Partner closely with the Enterprise Support Account Manager (ESAM) during critical service disruptions; coordinating customer communication and overseeing post-incident improvement plans

• Continuous Improvement: Participate in strategic internal projects under general supervision to enhance the frameworks, tools, and efficiencies of the global TAM organization

• Client Engagement:  Travel as necessary to deepen client relationships (approx 25%)

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

• Education: Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline, OR extensive equivalent experience in customer-facing technical management roles

• Experience: 8+ years of enterprise SaaS troubleshooting, technical account management, or technical consulting experience

• Technical Acumen: Understanding of modern markup and programming languages (e.g., XML, C#, Python, PHP, JavaScript/jQuery) and experience diagnosing web-