Senior Technical Account Manager

1 week ago

Council of the City of Sydney, Australia Docusign Full time

Docusign Millers Point, New South Wales, Australia

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Docusign Millers Point, New South Wales, Australia

4 days ago Be among the first 25 applicants

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Company Overview

Docusign 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 people's 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 Docusign's 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 do

The Sr. Technical Account Manager (TAM) is the primary technical contact for accounts with Enterprise Premier Support. The role involves maintaining all aspects of the technical relationship, solving issues, advocating for enhancements, collaborating with engineering and sales, and supporting account management. The Sr. TAM manages customer cases, ensures resource allocation, monitors resolution times, advocates bug fixes, and handles sensitive issues impacting the customer or Docusign's relationship.

This position reports to the Manager, Technical Account Manager.

Responsibilities
  • Lead the primary technical relationship with Enterprise Premium Support customers
  • Coordinate meetings between customers and Docusign
  • Represent customer technical needs to Docusign and vice versa
  • Foster technical communication and relationships with accounts
  • Drive resolution of complex issues, including testing and knowledge sharing
  • Maintain knowledge of systems to assist and train customers and support teams
  • Act as a trusted technical advisor on Docusign products and APIs
  • Serve as a customer advocate within Docusign
  • Ensure delivery of support program components
  • Participate in projects to improve support quality and efficiency
  • Support sales efforts and identify upsell opportunities
  • Promote the Enterprise Premium Support program
Job Designation

Remote: The employee works mostly from a remote location, not requiring frequent office presence.

Qualifications

Basic:

  • 8+ years in technical customer support or as a web developer
  • BS/BA or equivalent experience

Preferred:

  • Knowledge of Docusign products
  • Understanding of desktop OS (Windows, Mac)
  • Experience with Salesforce.com
  • Knowledge of web services, C#, PHP, Java, Ruby
  • Understanding of HTML, JavaScript, CSS, XML, REST, SOAP API
  • Strong communication, troubleshooting, and account management skills
  • Ability to handle multiple priorities and work independently
Life at Docusign

Docusign values trust, inclusivity, and making a positive impact. We support equal opportunities and aim to create a supportive environment for all employees.

Accommodation

Docusign provides accommodations for individuals with disabilities. Contact us at accommodations@docusign.com if needed.

For application issues, contact taops@docusign.com.

Additional Information
  • Seniority level: Mid-Senior level
  • Employment type: Contract
  • Job function: Sales and Business Development
  • Industry: Software Development
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