Sr. Technical Account Manager (TAM)
About the role
The Senior Technical Account Manager (TAM) serves as a strategic, data-driven technical solution advisor to enterprise customers, aligning their technical strategy with overarching business goals. They partner closely with the enterprise account team to drive value-driven outcomes, ensure seamless platform adoption, and accelerate long-term enterprise growth.
Responsibilities
- 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
- 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
- Proactively evaluate and develop optimization plans for third-party and custom API integration
- 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
- 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%)
Requirements
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
Experience with modern markup and programming languages (e.g., XML, C#, Python, PHP, JavaScript/jQuery) and diagnosing web-based environments (HTTP, JSON, IIS, HTML, CSS)
Experience with network and log analysis tools (e.g., Wireshark, Fiddler, Charles Proxy, browser developer tools)
Experience building deep, productive partnerships with major enterprise accounts and cross-functional technical teams
Fluency in English
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
Subject Matter Expert (SME) status in Contract Lifecycle Management (CLM) platforms
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
Preferred
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
Subject Matter Expert (SME) status in Contract Lifecycle Management (CLM) platforms
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
Skills
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
Experience with modern markup and programming languages (e.g., XML, C#, Python, PHP, JavaScript/jQuery) and diagnosing web-based environments (HTTP, JSON, IIS, HTML, CSS)
Experience with network and log analysis tools (e.g., Wireshark, Fiddler, Charles Proxy, browser developer tools)
Experience building deep, productive partnerships with major enterprise accounts and cross-functional technical teams
Fluency in English
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
Subject Matter Expert (SME) status in Contract Lifecycle Management (CLM) platforms
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 Plans: select retirement and pension programs with potential for employer contributions
- Learning and Development: 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
Based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
Wage Transparency
- 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
Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.