Note: The job is a remote job and is open to candidates in USA. Docusign is a leading company in e-signature and contract lifecycle management, serving over 1.5 million customers globally. The Senior Technical Account Manager will act as a strategic advisor for enterprise customers, focusing on optimizing their use of Docusign's Intelligent Agreement Management platform and driving value-driven outcomes.
Responsibilities
- Serve as the primary strategic advisor and technical point of contact for enterprise customers' active production environments, ensuring live operations align with overarching business goals
- Lead and orchestrate the technical onboarding journey for complex enterprise accounts, including new release introduction, hands-on walk through for new Docusign administrators, introduction to Docusign IAM best practices, and ensuring new features align with long-term platform scalability, performance, and regulatory requirements
- Partner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross-sell, and renewal opportunities
- Partner with customers to innovate and proof-of-concept (POC) new features and serve as the customer’s expert advisor on Agentic ideation and optimization within and alongside Docusign IAM
- Define, track, and report on key technical project health and production adoption metrics to ensure system stability and visibility into customer sentiment and value realization
- Proactively evaluate and develop optimization plans for third-party and custom API integration for Production environments
- 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
- Maintain comprehensive, data-informed technical customer profiles to track architectural health, integration points, and overall supportability
- Partner closely with the Enterprise Support Account Manager (ESAM) during critical service disruptions; coordinating customer communication and overseeing post-incident improvement plans
- Participate in strategic internal projects under general supervision to enhance the frameworks, tools, and efficiencies of the global TAM organization
- Travel as necessary to deepen client relationships (approx 25%)
Skills
- Education: Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline, OR extensive equivalent experience in customer-facing technical management roles
- Experience: 8+ years of enterprise SaaS troubleshooting, technical account management, or technical consulting experience
- Technical Acumen: Understanding of modern markup and programming languages (e.g., XML, C#, Python, PHP, JavaScript/jQuery) and experience diagnosing web-based environments (HTTP, JSON, IIS, HTML, CSS)
- Data & Triage Tools: Proficiency with network and log analysis tools (e.g., Wireshark, Fiddler, Charles Proxy, browser developer tools)
- Executive Presence: 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
- Relationship Management: Sharp business acumen with a proven track record of building deep, productive partnerships with major enterprise accounts and cross-functional technical teams
- Language: Fluency in English
- 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) are a strong plus
Benefits
- Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.
- Stock: This role is eligible to receive Restricted Stock Units (RSUs).
- 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
Company Overview