Senior Technical Account Manager

About this role

Company Overview Docusign brings agreements to life. More than 1.8 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 the Docusign AI-native IAM 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…