Sr. Technical Account Manager

Docusign • UNAVAILABLE, UNAVAILABLE

6d • Remote

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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
• 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%

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree