Commercial Manager

DocuSign DocuSign · Enterprise · London, United Kingdom

The Technical Account Manager (TAM) acts as a trusted advisor for enterprise customers, ensuring the technical health of their Docusign implementations. This role involves resolving complex technical issues, providing product guidance, managing service disruptions, and identifying optimization opportunities through telemetry analysis. The TAM serves as the primary technical contact, supports account teams, and advocates for customer product needs.

What you'd actually do

  1. Serve as the first point of contact for enterprise customers’ technical inquiries/resolution
  2. Partner with enterprise account team as technical SME to upsell, cross-sell and renew
  3. Provide leadership to manage service disruptions for enterprise customers
  4. Drive customer change management for new product functionality
  5. Maintain a detailed customer technical account profile to ensure supportability

Skills

Required

  • English Fluency
  • 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

Nice to have

  • Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
  • 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)

What the JD emphasized

  • technical health
  • resolve complex and critical technical issues
  • technical product guidance
  • technical optimization
  • technical SME
  • technical account profile
  • technical infrastructure