The Sr. Technical Account Manager (TAM) is the primary technical contact for accounts that have Enterprise Premier Support and are entitled to a designated support engineer who is an expert in their use cases, implementation and installation. The Sr. TAM maintains all aspects of the technical relationship from solving possible issues, filing and advocating for enhancements, partnering with engineering and sales, preparing for new releases and rollouts and otherwise participating in the overall account management support of the customer. The Sr. TAM will manage all of their customer’s cases, ensuring that accurate resources are leveraged, monitoring time to resolution, advocating bug fixes, managing sensitive and business critical issues impacting either the customer’s business or impacting Docusign’s relationship with the customer, and doing everything possible to bring a speedy resolution to the issue.
This position is an individual contributor role reporting to the Manager, Technical Account Manager.
Responsibility
- Lead the primary technical relationship with our Enterprise Premium Support customers
- Arrange, broker and arbitrate particular meetings between the customer and Docusign
- Represent their customer’s technical needs to Docusign, and Docusign’s offerings to their customer
- Cultivate the technical relationship and communication with Enterprise Premium accounts
- Drive resolution of complex production issues, including customer concern, system testing, strategy sessions and distribution of knowledge throughout the company
- Acquire and maintain knowledge of existing systems and new systems in order to deliver accurate assistance and training to customers and CSR Team
- Act as a trusted technical advisor for Docusign products and advanced Docusign features, such as our APIs, Docusign Connect, Powerforms, Templates, Embedding Signing Interface with internal groups for problem resolution and issue escalation
- Act as the liaison and customer advocate inside Docusign
- Ensure consistent delivery of all Enterprise Premium Support program components
- Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TAM Team and support service (e.g., monitoring overall queue statues)
- Contribute to Sales’ ability to sell Enterprise Premium
- Support and identify upsell opportunities and new use cases
- Advocate and evangelize the Enterprise Premium Support program
Job Designation
Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime
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
- 8+ years of experience in technical customer support with experience as senior team member or as a web developer
- BS/BA or equivalent experience
Preferred
- Knowledge of Docusign products
- Understanding of desktop operating systems including but not limited to Microsoft Windows and Apple OS Experience using Salesforce.com
- Knowledge of web services, C#, PHP, Java or Ruby
- Understanding of HTML, JavaScript, CSS, XML, REST and SOAP API
- Ability to identify and submit product enhancement requests
- Ability to navigate and solve in ticketing systems, Bug submission and other support systems
- Excellent written and oral communication skills
- Exceptional analytical problem solving and troubleshooting skills
- Proficient in handling multiple contending priorities simultaneously
- Strong account management, cross-group collaboration, and negotiation skills
- Outstanding interpersonal skills and conflict management skills
- Self-motivated, able to work independently, and welcoming to challenge
Life at Docusign
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.