Technical Account Manager

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