Senior Technical Account Manager

🔥 7 minutes ago

🇯🇵 Japan – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 10%

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Docusign

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

⚖️ Legal

📦 Logistics

💼 Consulting

Legal • Logistics • Consulting

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

• Build and maintain technical relationships with assigned Enterprise Premier Support and strategic high-touch customers • Serve as a trusted technical advisor and customer advocate • Understand customer business objectives, technical environments, implementation plans, usage, and risks • Establish account-level technical strategies and priorities • Assess customer environments across eSignature, APIs, CLM, IAM, SSO, networking, and integrations • Recommend improvements to stability, performance, scalability, and operability • Lead technical meetings, troubleshooting sessions, release reviews, health checks, roadmap discussions, and QBRs • Lead troubleshooting, escalation, test validation, root-cause analysis, and resolution of complex production issues • Manage customer support cases, resources, resolution timelines, communications, and priorities • Partner with Engineering, Product, Support, Professional Services, Sales, and Customer Success to drive fixes, workarounds, product improvements, and release readiness • Establish response strategies for critical incidents and business-critical issues • Explain Enterprise Premier Support processes, severity definitions, P1 engagement, CLM workflows, Trust Portal access, and related programs • Communicate customer technical needs, product issues, and enhancement requests to Docusign • Align technical milestones, implementation and adoption plans, and risk-mitigation strategies with account teams • Identify customer use cases and support product adoption and expansion • Deliver customer education, technical explanations, and knowledge sessions • Provide guidance on implementation, deployment, change management, and operational improvements • Share technical knowledge and case-management best practices across the TAM team • Mentor and train TAMs and related teams • Introduce tools and technologies to improve support effectiveness, quality, efficiency, and scalability • Use data and automation to improve support delivery and customer experience • Meet or improve CSAT targets and SLA commitments • Resolve complex technical issues and critical incidents promptly • Contribute to customer implementation, adoption, stable operations, and continued use • Increase customer value through satisfaction, retention, upsell, and product adoption • Drive continuous improvement in TAM capabilities, processes, documentation, and tools • Report to the Director, Professional Services - Japan as an individual contributor

🎯 Requirements

• 10+ years of experience in Technical Support, Technical Account Management, Technical Consulting, or a related role • Experience with strategic enterprise account management or supporting large-scale customers in SaaS or cloud-services environments • Expert knowledge of HTTP, REST, SOAP, JSON, and XML • Practical knowledge of C#, Java, JavaScript, PHP, HTML/CSS, React, Node.js, or equivalent experience • Deep understanding of enterprise technical infrastructure, applications, integrations, networking, authentication and access management, server and web technologies, security, and industry compliance • Proven track record of advanced troubleshooting and problem resolution across multiple Docusign products or enterprise SaaS platforms • Experience analyzing logs, traces, diagnostic information, API request logs, HAR files, and network traces • Experience with incident management, problem management, escalation management, and bug management • Native level Japanese proficiency • Proficiency in English, written and verbal • Direct experience with Docusign products such as eSignature, APIs, CLM, SSO, Connect, and PowerForms preferred • Experience with enterprise integrations such as SharePoint, Docusign for Salesforce, and eOriginal preferred • Experience supporting large-scale, mission-critical, and highly available customer environments preferred • Cross-functional collaboration experience preferred • Experience delivering customer presentations, technical briefings, and executive-level reviews preferred • Experience mentoring or training TAMs, Technical Support professionals, or related technical teams preferred • Experience analyzing customer usage, technical health, and case data preferred • Ability to independently learn new technologies and apply them productively within a short period of time • Ability to prioritize customer success and evaluate technical challenges through business impact • Ability to remain calm in complex situations, set priorities effectively, and drive issues through resolution • Ability to build alignment through clear communication across multiple internal organizations • Ability to think strategically and anticipate customers’ future needs • Ability to collaborate across cultures, functions, and levels of seniority • Ability to manage multiple projects, customer issues, and competing priorities concurrently • Ability to explain and recommend technical decisions and trade-offs based on customer business requirements • Ability to influence outcomes without formal authority

🏖️ Benefits

• Reasonable accommodations for qualified individuals with disabilities during job application procedures • Religious accommodations during the application process • Equal opportunity to succeed and be heard • Opportunity to exchange ideas openly and build lasting relationships

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