Technical Account Manager
DocuSign
Technical Account Manager
- Location
- EG-Remote
- Category
- Sales & Partnerships
- Position Type
- Regular
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, 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.
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
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 Docusign product roadmap
Ensure Customer contacts have the expertise necessary to manage existing and new product functionality
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
Abiliity for flexible “off hours” work, including but not limited to customer Go-Live support, rotational on-call shifts, and all-hands initiatives
Provide 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 applicable
Travel as necessary (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
Fluency in English
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
Preferred
Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
A knack for developing strong, productive relationships with key clients
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)
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 [email protected].
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.