What you'd actually do

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

Skills

Required

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

Nice to have

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 management 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
Excellent written, oral communication and presentation skills
Sharp business acumen to identify growth opportunities within existing accounts

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. Responsibility 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% Job Designation 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. What you bring Basic 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 Preferred 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 management 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 Excellent written, oral communication and presentation skills Sharp business acumen to identify growth opportunities within existing accounts Wage Transparency Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience. Based on applicable legislation, the below details pay ranges in the following locations: California: $118,000.00 - $183,050.00 base salary Illinois, Colorado, Massachusetts and Minnesota: $111,900.00 - $153,900.00base salary Washington, Maryland, New Jersey and New York (including NYC metro area): $111,900.00 - $162,250.00 base salary Washington DC: $118,000.00 - $162,250.00 base salary Ohio: $98,700.00 - $135,750.00 base salary This role is also eligible for the following: Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance. Stock: This role is eligible to receive Restricted Stock Units (RSUs). Global benefits provide options for the following: Paid Time Off: earned time off, as well as paid company holidays based on region Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment Retirement Plans: select retirement and pension programs with potential for employer contributions Learning and Development: options for coaching, online courses and education reimbursements Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship. Life at Docusign Working here 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. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal. We each have a responsibility to 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. Best of all, 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. And for that, you’ll be loved by us, our customers, and the world in which we live. 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 accommodations@docusign.com. If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance. Applicant and Candidate Privacy Notice States Not Eligible for Employment This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming. Equal Opportunity Employer It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category. EEO Know Your Rights poster #LI-Remote