Docusign

Technical Account Manager

Docusign

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $80,000 - $136,600 per year

Job Level

Mid-LevelSenior

Tech Stack

GoJavaScriptjQueryPHPPython

About the role

  • 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 finding opportunities for technical optimization and mitigation through telemetry analysis.
  • This position is an individual contributor role reporting to Manager, Technical Account Management.
  • Responsibility Serve as the first point of contact for enterprise customers’ technical inquiries and 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 insight into Docusign product roadmap
  • Ensure Customer contacts have the expertise necessary to manage existing and new product functionality
  • Provide leadership when there are service disruptions, facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicable
  • 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
  • Be flexible 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%)

Requirements

  • 5+ years of SaaS troubleshooting experience in a Technical Support capacity
  • Experience with modern markup and programming languages (XML, C#, Python, PHP, JavaScript/jQuery, or similar)
  • Log-analysis skills using tools like Wireshark, Fiddler, Charles Proxy, browser developer tools, etc.
  • Experience managing major accounts in a tech environment
  • Preferred Business intuition to identify growth opportunities within existing accounts
  • Expertise with executive-level reporting tools (Salesforce, Excel, PowerPoint, Google Suite)
  • Experience resolving challenges in a web-based environment (HTTP, JSON, IIS, HTML, CSS)
  • Strong collaboration skills to work closely with technical teams and resolve client issues
  • Crisis management and resolution capabilities
  • 5 + years of related experience; Lead/Senior or SME position preferred
  • Expert in contract lifecycle management
  • Experience with DS products and integrations
  • Deep knowledge of enterprise technical infrastructure (networking, access management, server/web tech, security, compliance)
  • Proficiency with regular expressions, debugging code, and complex data validation rules
  • Ability to juggle multiple priorities/projects concurrently
  • Proven capacity to learn new technologies quickly and independently
  • Track record of supporting technical decisions and trade-offs based on business needs
  • Mentorship experience
  • Self-motivated, goal-oriented, highly organized, with excellent time-management skills
  • Effective communicator with both technical and executive audiences
  • Poise under pressure, clear communication in critical situations
  • Exceptional written, oral communication, and presentation skills
  • Talent for building and sustaining strong client relationships