Company OverviewDocusign 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 doThe 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 in an individual contributor role reporting to the Senior Director, Technical Account Management.ResponsibilityServe as the first point of contact for enterprise customers’ technical inquiries/resolutionPartner with enterprise account team as technical SME to upsell, cross-sell and renewProvide leadership to manage service disruptions for enterprise customersDrive customer change management for new product functionalityMaintain a detailed customer technical account profile to ensure supportabilityServe as liaison in advocating for customer product needs and provide visibility into Docusign product roadmapEnsure Customer contacts have the expertise necessary to manage existing and new product functionalityEnsure consistent delivery of all Enterprise Premier Support program componentsParticipate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support servicesAbiliity for flexible “off hours” work, including but not limited to customer Go-Live support, rotational on-call shifts, and all-hands initiativesProvide leadership with udpates when there are service disruptions and facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicableTravel as necessary (10-20%)Job DesignationRemote: 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 bringBasicFluency in EnglishBachelor of Science degree in Computer Science, Engineering, or related technical discipline or extended experience in customer facing technical management roles5+ years of SaaS troubleshooting experience in a Technical Support capacityExperience with modern markup and programming languages such as XML, C#, Python, PHP, JavaScript/jQuery, or similarExperience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSSLog analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similarExperience with reporting using Salesforce, Excel, and PowerPoint and Google Suite to an executive audienceExperience managing major accounts in a tech environmentExperience with crisis management/resolutionPreferredSelf-motivated, goal-oriented, excellent organizational skills and superior time management skillsA knack for developing strong, productive relationships with key clientsSharp business acumen to identify growth opportunities within existing accountsEffective collaboration skills to work closely with our tech teams to resolve client issues and implement solutionsExcellent written, oral communication and presentation skillsEffective communication skills with audiences that include customers, peers, internal stakeholders and executive presenceAbility to maintain composure in critical situations and communicate clearly with both internal and external customers8+ years of related experience; Lead/Senior or SME positionSubject Matter Expert in contract lifecycle managementExperience of Docusign product range and/or integrationsThorough 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 rulesAbility to manage multiple competing priorities and/or projects concurrentlyProven ability to independently learn new technologies and become productive within a short timeExtensive experience showing ability to support technical decisions and trade-offs based on business needsMentorship experienceMulti-lingual in Docusign supported languages (German, French, Spanish, Portuguese, Japanese)Life at DocusignWorking hereDocusign 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.AccommodationDocusign 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