Sr. Technical Account Manager

Overview

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, working to ensure the technical health of their Docusign implementations. This key role involves resolving complex and critical technical issues, providing technical product guidance, and exercising leadership in managing service disruptions. The TAM identifies opportunities for technical optimization and mitigation by leveraging telemetry analysis.

The position requires some flexibility for "off hours" work, including customer Go-Live support, rotational on-call shifts, and all-hands initiatives.

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

• 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
• Engage customers in response to instability in their Docusign use case, leveraging services telemetry alerts
• 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
• Oversee consistent delivery of the customer's support experience
• Travel as necessary, approximately 10-20%

• Bachelor s degree or equivalent experience
• 8+ years of SaaS troubleshooting experience in a Technical Support capacity
• Experience with reporting using Salesforce, Excel, and PowerPoint and Google Suite to an executive audience
• Experience managing Enterprise accounts in a tech environment
• Experience collaborating with tech teams to resolve client issues and implement solutions
• Experience with crisis/incident management mitigation and customer representation
• Experience facilitating customer s return to full functionality and oversee customer s improvement plans and Docusign RCAs if applicable

• 5+ years of related experience in a Lead/Senior or SME position
• Technical discipline or extended experience in customer facing technical management roles
• 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
• 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
• A knack for developing strong, productive relationships with key clients
• 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
• Self-motivation, goal-orientation, excellent organizational skills and superior time…