The Technical Account Manager (TAM) acts as a trusted advisor for enterprise customers covered by a TAM entitlement, to help ensure the technical health of their Docusign implementations.
Requirements
- Serve as the first point of contact for enterprise customers’ technical inquiries/resolution
- Partner with enterprise account team as technical SME to upsell, cross-sell and renew
- Provide leadership to manage service disruptions for enterprise customers
- Drive customer change management for new product functionality
- Maintain a detailed customer technical account profile to ensure supportability
- Serve as liaison in advocating for customer product needs and provide visibility into Docusign product roadmap
- Ensure Customer contacts have the expertise necessary to manage existing and new product functionality
- Ensure consistent delivery of all Enterprise Premier Support program components
- Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support services
- Abiliity for flexible “off hours” work, including but not limited to customer Go-Live support, rotational on-call shifts, and all-hands initiatives
- Provide leadership with updates when there are service disruptions and facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicable
- Travel as necessary (10-20%)
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance