Sr. Technical Account Manager

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

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This key role involves resolving complex and critical technical issues, providing technical product guidance, and exercising leadership in managing service disruptions

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The TAM identifies opportunities for technical optimization and mitigation by leveraging telemetry analysis

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The position requires some flexibility for "off hours" work, including customer Go-Live support, rotational on-call shifts, and all-hands initiatives

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This position is an individual contributor role reporting to the

Manager, Technical Account Management

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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
• 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

... For full info follow application link.

DocuSign is an Equal Opportunity Employer. Individuals seeking employment at DocuSign are considered without regards to 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, citizenship status, or any other legally protected category.