[Hiring] Technical Account Manager @Docusign

Role Description

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 role reporting to the Senior Director, Technical Account Management.

Responsibilities

• 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 Docusign 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.
• Ability for flexible “off hours” work, including but not limited to customer Go-Live support, rotational on-call shifts, and all-hands initiatives.
• Provide leadership with updates when there are service disruptions and facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicable.
• Travel as necessary (10-20%).

Qualifications

• 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.
• Experience with 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.
• Experience with reporting using Salesforce, Excel, and PowerPoint and Google Suite to an executive audience.
• Experience managing major accounts in a tech environment.
• Experience with crisis management/resolution.

Requirements

• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills.
• 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.
• Excellent written, oral communication and presentation 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.
• 8+ years of related experience; Lead/Senior or SME position.
• 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.
• Multi-lingual in Docusign supported languages (German, French, Spanish, Portuguese, Japanese).

Benefits

• 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.
• We 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.
• 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.

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.