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 Principal Technical Account Manager (Principal TAM) at Docusign serves as the highest-level technical advisor for Enterprise Premier Support and strategic high-touch customers. The Principal TAM develops a deep understanding of each customer’s implementation environment, use cases, technical health, performance, and supportability, and leads the resolution of complex technical challenges, risk mitigation, product adoption, and long-term customer value realization.
The Principal TAM is both the customer advocate who brings the customer’s technical voice into Docusign and a cross-functional leader who works across Engineering, Product Management, Sales, Customer Success, Professional Services, Support, and other teams to deliver the best possible outcomes for customers. The role also contributes to raising technical standards and best practices across the TAM organization and provides mentoring and knowledge sharing to other TAMs.This position is an individual contributor role reporting to the Director, Professional Services - Japan.
Responsibility
Build and maintain technical relationships with assigned Enterprise Premier Support and strategic high-touch customers, serving as a trusted technical advisor
Understand each customer’s business objectives, technical environment, implementation plans, usage, and risks, and establish account-level technical strategies and priorities
Assess customer environments continuously across eSignature, APIs, CLM, Intelligent Agreement Management (IAM), SSO, networking, and integrations, and recommend improvements to stability, performance, scalability, and operability
Lead customer-facing technical meetings, troubleshooting sessions, release reviews, health checks, roadmap discussions, and customer QBRs
Lead troubleshooting, escalation, test validation, root-cause analysis, and resolution for complex and high-impact production issues in partnership with Support
Manage customer support cases, ensuring appropriate resources are engaged, time to resolution is monitored, status is communicated effectively, and priorities are managed appropriately
Partner with Engineering, Product, Support, Professional Services, and other teams to drive bug fixes, workarounds, product improvements, and release readiness
Establish response strategies for critical incidents and business-critical issues by considering customer impact and the broader relationship with Docusign
Explain and guide customers through Enterprise Premier Support processes, severity and business-impact definitions, P1 engagement, CLM support workflows, Trust Portal access, and related support programs
Communicate customers’ technical needs, product issues, and enhancement requests to Docusign with accurate business and technical context, supporting appropriate prioritization
Coordinate cross-functionally on behalf of customers across Engineering, Product Management, Sales, Customer Success, Professional Services, Support, and other stakeholder groups
Partner with Account Executives, Customer Success Account Managers (CSAMs), Professional Services, and other account-team members to align technical milestones, implementation and adoption plans, and risk-mitigation strategies
Identify new customer use cases and additional needs, and work with Sales and Solution Consultants (SCs) to support adoption and expansion of appropriate Docusign products and capabilities
Deliver customer-facing education, technical explanations, and knowledge sessions on Docusign product capabilities, new features, APIs, integrations, and best practices
Provide technical guidance on implementation, deployment, change management, and operational improvements so customers can maximize the value of their Docusign investments
Share technical knowledge, troubleshooting techniques, and case-management best practices across the TAM team
Contribute to mentoring, training, and quality improvements for other TAMs and related teams
Identify and introduce tools and technologies that improve TAM effectiveness and increase the quality, efficiency, and scalability of support processes
Use data and automation to improve support-delivery processes and the customer experience
Meet or improve customer satisfaction (CSAT) targets
Meet operational Service Level Agreement (SLA) commitments
Resolve complex technical issues and critical incidents appropriately and promptly
Contribute to customer implementation, adoption, stable operations, and continued use
Increase customer value as measured by customer satisfaction, retention, upsell, and product adoption
Drive continuous improvement in the technical capabilities, processes, documentation, and tools of the TAM organization
Job Designation
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.
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.
What you bring
Basic
10+ years of experience in Technical Support, Technical Account Management, Technical Consulting, or a related role
Experience with strategic enterprise account management or supporting large-scale customers in SaaS or cloud-services environments
Expert knowledge of web and API technologies such as HTTP, REST, SOAP, JSON, and XML
Practical knowledge of web-development technologies such as C#, Java, JavaScript, PHP, HTML/CSS, React, Node.js, or equivalent experience
Deep understanding of enterprise technical infrastructure, including applications, integrations, networking, authentication and access management, server and web technologies, security, and industry compliance
Proven track record of advanced troubleshooting and problem resolution across multiple Docusign products or enterprise SaaS platforms
Experience analyzing logs, traces, and diagnostic information, including API request logs, HAR files, and network traces
Experience with structured support processes, including incident management, problem management, escalation management, and bug management
Native level Japanese proficiency
Proficiency in English (both written and verbal), with the ability to explain complex concepts clearly to technical and non-technical audiences
Preferred
Direct experience with Docusign products such as eSignature, APIs, CLM, SSO, Connect, and PowerForms
Experience with enterprise integrations such as SharePoint, Docusign for Salesforce, and eOriginal
Experience supporting large-scale, mission-critical, and highly available customer environments
Cross-functional collaboration experience with Engineering, Product Management, Sales, Customer Success, Professional Services, and Support
Experience delivering customer presentations, technical briefings, and executive-level reviews
Experience mentoring or training TAMs, Technical Support professionals, or related technical teams
Experience analyzing customer usage, technical health, and case data to identify and implement improvement initiatives
Demonstrated ability to independently learn new technologies and apply them productively within a short period of time
Track record of prioritizing customer success and evaluating technical challenges through the lens of business impact
Proven ability to remain calm in complex situations, set priorities effectively, and drive issues through to resolution
Demonstrated success in building alignment through clear communication while engaging multiple internal organizations
A habit of inspiring teams and supporting the growth and success of others
Strong capacity to think strategically and anticipate customers’ future needs and opportunities for improvement
History of collaborating effectively with stakeholders across cultures, functions, and levels of seniority
Ability to manage multiple projects, customer issues, and competing priorities concurrently
Ability to explain and recommend technical decisions and trade-offs based on customer business requirements
Ability to collaborate with stakeholders at all levels and influence outcomes without formal authority
Life at DocuSign
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [email protected].
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [email protected] for assistance.
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