Sr. Technical Account Manager
About the role
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.
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%).
Requirements
Basic 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.
Preferred 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.
Qualifications
Basic 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.
Skills
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.
Sharp business acumen with a proven track record of building deep, productive partnerships with major enterprise accounts and cross-functional technical teams.
Fluency in English.
Preferred 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
Global benefits provide options for the following:
- 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.
- Retailer and Pension Programs with potential for employer contributions.
- 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.
Pay
Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
Based on applicable legislation, the below details pay ranges in the following locations:
- California: $118,000.00 - $183,500.00 base salary
- Illinois, Colorado, Massachusetts and Minnesota: $111,900.00 - $153,900.00 base salary
- Washington, Maryland, New Jersey and New York (including NYC metro area): $111,900.00 - $162,250.00 base salary
- Washington DC: $118,000.00 - $162,250.00 base salary
- Ohio: $98,700.00 - $135,750.00 base salary
Schedule
This Role Is Also Eligible For The Following 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).