Senior Director, Support – Strategic Accounts

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🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $212.1k - $342.6k / year

⏰ Full Time

🟠 Senior

👔 Director

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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

• Lead our large global tier 3 technical support operational delivery team that solves complex technical support cases across our largest accounts • Translate enterprise-level business objectives into actionable support roadmaps for the Strategic Accounts vertical to optimize global retention and loyalty • Build deep strategic partnerships with executive leaders across Sales, Product, Engineering and Customer Success to align technical support services with long-term corporate growth targets • Improve product quality, scale, supportability and reliability for our largest strategic customers through deep partnership and tight SLAs with engineering and SRE leadership • Sponsor the development of AI-driven support models and autonomous diagnostic agents tailored for enterprise-scale customer architectures • Govern global organizational design, headcount planning, and multi-year resource allocations across internal and partner ecosystems • Foster an inclusive, high-performing organizational culture centered on transparency, accountability, and customer-first execution standards

🎯 Requirements

• Bachelor's degree or equivalent experience in Computer Science, Engineering, or a related field • 15+ years of experience in technical support, customer success, or professional services environments • 8+ years of leadership experience managing multi-tiered global operations or people managers • Experience leading global teams supporting enterprise software deployments with broad integration, business workflows, and scale within the Fortune 500 • Experience navigating operational ambiguity and leading organizational change initiatives during periods of rapid scale and/or transformation

🏖️ Benefits

• 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