Senior Technical Account Manager

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🛍️ eCommerce

💸 Finance

☁️ SaaS

eCommerce • Finance • SaaS

Docusign is a leading provider of electronic signature technology and Intelligent Agreement Management (IAM), enabling organizations to create, manage, and secure agreements digitally. It simplifies contract lifecycle management, automates document processes, and facilitates customer experiences by transforming agreement data into actionable insights. With a trusted platform used by millions worldwide, Docusign helps businesses reduce risk, save time, and improve efficiency in various sectors, including financial services, insurance, real estate, and government.

📋 Description

• Serve as the primary technical point of contact and strategic advisor for enterprise customers, aligning their technical strategy with overarching business goals • Partner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross-sell, and renewal opportunities • Serve as the customer’s expert advisor on configuring Agentic solutions within and alongside Docusign IAM • Ensure customer technical stakeholders possess the expertise and change management strategies required to successfully adopt existing, new, and evolving product functionality • Act as a strategic liaison to advocate for customer product needs, providing visibility into the Docusign product roadmap and matching future capabilities to customer use cases • Synthesize system telemetry, ticket trends, and operational data, applying predictive models to convert isolated symptoms and systemic risk patterns into formalized success programs that safeguard customer value and renewal cycles • Evaluate and develop optimization plans for third-party and custom API integration proactively • Maintain comprehensive, data-informed technical customer profiles to track architectural health, integration points, and overall supportability • Provide authoritative leadership during critical service disruptions, coordinating internal technical teams, facilitating rapid resolution, and overseeing post-incident improvement plans • Provide high-touch, consolidated risk management during high-stakes customer windows, inclusive of onboarding, live cutovers, major migrations and renewal windows • Participate in strategic internal projects under general supervision to enhance the frameworks, tools, and efficiencies of the global TAM organization • Maintain flexibility for occasional "off-hours" commitments, including customer Go-Live support, critical all-hands initiatives, and participation in a rotational on-call shift • Travel as necessary to deepen client relationships (approx 20%)

🎯 Requirements

• Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline, OR extensive equivalent experience in customer-facing technical management roles • 8+ years of enterprise SaaS troubleshooting, technical account management, or technical consulting experience • Understanding of modern markup and programming languages (e.g., XML, C#, Python, PHP, JavaScript/jQuery) • Proficiency with network and log analysis tools (e.g., Wireshark, Fiddler, Charles Proxy, browser developer tools) • Exceptional written, oral, and presentation skills, with a proven ability to synthesize complex technical data into actionable insights for Salesforce, Excel, PowerPoint, and Google Suite presentations to executive audiences • Fluency in English • Sharp business acumen with a proven track record of building deep, productive partnerships with major enterprise accounts and cross-functional technical teams • Subject Matter Expert (SME) status in Contract Lifecycle Management (CLM) platforms • Deep familiarity with the Docusign product portfolio and native API integrations • Thorough understanding of Enterprise technical infrastructure (networking, access management, identity, security, and industry compliance) • Experience deploying and architecting agentic AI solutions/AI applications within enterprise organizations either OOTB or using MCP • Advanced troubleshooting skills, including regular expressions, code debugging, and complex data validation rules • Demonstrated ability to mentor junior team members and independently master emerging technologies rapidly • Multilingual capabilities in Docusign-supported languages (German, French, Spanish, Portuguese, or Japanese)

🏖️ Benefits

• Accommodation • Flexible work arrangements • Professional development opportunities