The Senior Technical Account Manager (TAM) accelerates customer value realization with Docusign IAM by serving as a strategic, data-driven technical solution advisor to enterprise customers. The TAM champions architectural best practices, performance optimization, and tailored feature guidance while proactively leveraging technical expertise to guide clients through complex environments, mitigate risks, and uncover growth opportunities. The TAM will partner closely with the customer account team to drive value-driven outcomes, ensure seamless platform adoption, and accelerate long-term enterprise growth.
This position is an individual contributor role reporting to the Manager, Technical Account Management.
Responsibility
Serve as the primary technical point of contact and strategic advisor for enterprise customers, aligning their technical strategy with overarching business goals
Partner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross-sell, and renewal opportunities
Serve as the customer’s expert advisor on configuring Agentic solutions within and alongside Docusign IAM
Ensure customer technical stakeholders possess the expertise and change management strategies required to successfully adopt existing, new, and evolving product functionality
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
Synthesize system telemetry, ticket trends, and operational data, applying predictive models to convert isolated symptoms and systemic risk patterns into formalized success programs that safeguard customer value and renewal cycles
Evaluate and develop optimization plans for third-party and custom API integration proactively
Maintain comprehensive, data-informed technical customer profiles to track architectural health, integration points, and overall supportability
Provide authoritative leadership during critical service disruptions, coordinating internal technical teams, facilitating rapid resolution, and overseeing post-incident improvement plans
Provide high-touch, consolidated risk management during high-stakes customer windows, inclusive of onboarding, live cutovers, major migrations and renewal windows
Participate in strategic internal projects under general supervision to enhance the frameworks, tools, and efficiencies of the global TAM organization
Maintain flexibility for occasional "off-hours" commitments, including customer Go-Live support, critical all-hands initiatives, and participation in a rotational on-call shift
Travel as necessary to deepen client relationships (approx 20%)
Remote:
Positions 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.
Basic
Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline, OR extensive equivalent experience in customer-facing technical management roles
8+ years of enterprise SaaS troubleshooting, technical account management, or technical consulting experience
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)
Proficiency with network and log analysis tools (e.g., Wireshark, Fiddler, Charles Proxy, browser developer tools)
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
Fluency in English
Preferred
Sharp business acumen with a proven track record of building deep, productive partnerships with major enterprise accounts and cross-functional technical teams
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)
Working here
Accommodation
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