Job Title

Company OverviewDocusign 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 peoples 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 Docusigns 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 doThe 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.ResponsibilityLead the primary technical relationship with our Enterprise Premium Support customersArrange, broker and arbitrate particular meetings between the customer and DocusignRepresent their customer''s technical needs to Docusign, and Docusign''s offerings to their customerCultivate the technical relationship and communication with Enterprise Premium accountsDrive resolution of complex production issues, including customer concern, system testing, strategy sessions and distribution of knowledge throughout the companyAcquire and maintain knowledge of existing systems and new systems in order to deliver accurate assistance and training to customers and CSR TeamAct 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 escalationAct as the liaison and customer advocate inside DocusignEnsure consistent delivery of all Enterprise Premium Support program componentsParticipate 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 PremiumSupport and identify upsell opportunities and new use casesAdvocate and evangelize the Enterprise Premium Support programJob DesignationRemote: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 timePositions 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 bringBasic8+ years of experience in technical customer support with experience as senior team member or as a web developerBS/BA or equivalent experiencePreferredKnowledge of Docusign productsUnderstanding of desktop operating systems including but not limited to Microsoft Windows and Apple OS Experience using Salesforce.comKnowledge of web services, C#, PHP, Java or RubyUnderstanding of HTML, JavaScript, CSS, XML, REST and SOAP APIAbility to identify and submit product enhancement requestsAbility to navigate and solve in ticketing systems, Bug submission and other support systemsExcellent written and oral communication skillsExceptional analytical problem solving and troubleshooting skillsProficient in handling multiple contending priorities simultaneouslyStrong account management, cross-group collaboration, and negotiation skillsOutstanding interpersonal skills and conflict management skillsSelf-motivated, able to work independently, and welcoming to challengeLife at DocusignWorking hereDocusign 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 whats 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, youll be loved by us, our customers, and the world in which we live.AccommodationDocusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us ataccommodations@docusign.com .If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization attaops@docusign.comfor assistance.Applicant and Candidate Privacy Notice#LI-RemoteBasic8+ years of experience in technical customer support with experience as senior team member or as a web developerBS/BA or equivalent experiencePreferredKnowledge of Docusign productsUnderstanding of desktop operating systems including but not limited to Microsoft Windows and Apple OS Experience using Salesforce.comKnowledge of web services, C#, PHP, Java or RubyUnderstanding of HTML, JavaScript, CSS, XML, REST and SOAP APIAbility to identify and submit product enhancement requestsAbility to navigate and solve in ticketing systems, Bug submission and other support systemsExcellent written and oral communication skillsExceptional analytical problem solving and troubleshooting skillsProficient in handling multiple contending priorities simultaneouslyStrong account management, cross-group collaboration, and negotiation skillsOutstanding interpersonal skills and conflict management skillsSelf-motivated, able to work independently, and welcoming to challengeThe 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.ResponsibilityLead the primary technical relationship with our Enterprise Premium Support customersArrange, broker and arbitrate particular meetings between the customer and DocusignRepresent their customer''s technical needs to Docusign, and Docusign''s offerings to their customerCultivate the technical relationship and communication with Enterprise Premium accountsDrive resolution of complex production issues, including customer concern, system testing, strategy sessions and distribution of knowledge throughout the companyAcquire and maintain knowledge of existing systems and new systems in order to deliver accurate assistance and training to customers and CSR TeamAct 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 escalationAct as the liaison and customer advocate inside DocusignEnsure consistent delivery of all Enterprise Premium Support program componentsParticipate 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 PremiumSupport and identify upsell opportunities and new use casesAdvocate and evangelize the Enterprise Premium Support program#J-18808-Ljbffr