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

Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts - in professional services, customer success management, learning and enablement, and customer support - you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

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 identifying opportunities for technical optimization and mitigation through telemetry analysis.

This position is an individual contributor reporting to the Technical Services Manager

Responsibility:

• Serve as the first point of contact for enterprise customers’ technical inquiries/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 visibility into DS product roadmap

• Ensure Customer contacts have the expertise necessary to manage existing and new product functionality

• 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

• Some flexibility 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 discipline or extended experience in customer facing technical management roles
• 5+ years of SaaS troubleshooting experience in a Technical Support capacity
• Understanding of modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, or similar
• Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Expertise with reporting using Salesforce, Excel, and PowerPoint and Google Suite to an executive audience
• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
• Effective communication skills with audiences that include customers, peers, internal stakeholders and executive presence
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Excellent written, oral communication and presentation skills
• Proven experience managing major accounts in a tech environment
• A knack for developing strong, productive relationships with key clients
• Sharp business acumen to identify growth opportunities within existing accounts
• Effective collaboration skills to work closely with our tech teams to resolve client issues and implement solutions(Crisis management/resolution)
• Provide leadership when there are service disruptions and facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicable

Preferred:

• 5+ years of related experience; Lead/Senior or SME position preferred
• Subject Matter Expert in contract lifecycle management
• Experience of Docusign product range and/or integrations
• Thorough understanding of Enterprise technical infrastructure (networking, access management, server/web technologies, security and industry compliance)
• Effective troubleshooting regular expressions, debugging code and/or complex data validation rules
• Ability to manage multiple competing priorities and/or projects concurrently
• Proven ability to independently learn new technologies and become productive within a short time
• Extensive experience showing ability to support technical decisions and trade-offs based on business needs
• Mentorship experience

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