Sr. Technical Account Manager; TAM

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).

• Serve as the primary technical point of contact and strategic advisor for enterprise customers, aligning their technical strategy with overarching business goals

• Partner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross‑sell, and renewal opportunities

• Serve as the customer's expert advisor on configuring Agentic solutions within and alongside Docusign IAM

• Ensure customer technical stakeholders possess the expertise and change management strategies required to successfully adopt existing, new, and evolving product functionality

• 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

• Synthesize system telemetry, ticket trends, and operational data, applying predictive models to convert isolated symptoms and systemic risk patterns into formalized success programs that safeguard customer value and renewal cycles

• Proactively evaluate and develop optimization plans for third‑party and custom API integration

• Maintain comprehensive, data‑informed technical customer profiles to track architectural health, integration points, and overall supportability

• Provide authoritative leadership during critical service disruptions, coordinating internal technical teams, facilitating rapid resolution, and overseeing post‑incident improvement plans

• Provide high‑touch, consolidated risk management during high‑stakes customer windows, inclusive of onboarding, live cutovers, major migrations and renewal windows

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

• Maintain flexibility for occasional “off‑hours” commitments, including customer Go‑Live support, critical all‑hands initiatives, and participation in a rotational on‑call shift

• Travel as necessary to deepen client relationships (approx 20%)

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.

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

• 5+ years of enterprise SaaS troubleshooting, technical account management, or technical consulting experience

• Experience with modern markup and programming languages (e.g., XML, C#, Python, PHP, JavaScript/jQuery) and diagnosing web‑based environments (HTTP, JSON, IIS, HTML, CSS)

• Experience with network and log analysis tools (e.g., Wireshark, Fiddler, Charles Proxy, browser developer tools)

• Experience building deep, productive partnerships with major enterprise accounts and cross‑functional technical teams

• Fluency in English

• Exceptional written, oral, and presentation skills, with a proven ability to synthesize complex technical data into actionable insights for Salesforce, Excel, PowerPoint, and Google Suite presentations to executive audiences

• Subject Matter Expert (SME) status in Contract Lifecycle…