What you'll do

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

• Trusted Technical Advisor: 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
• Enterprise Customer Onboarding and Enablement: 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
• Growth & Expansion: Partner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross-sell, and renewal opportunities
• Feature POCs & Agentic Agreement Advisor: 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
• Technical Systems Management: 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
• Solutions Architecture Review and Optimization: Proactively evaluate and develop optimization plans for third-party and custom API integration for Production environments
• Roadmap Alignment: 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
• Account Profiling: Maintain comprehensive, data-informed technical customer profiles to track architectural health, integration points, and overall supportability
• Crisis Management: Partner closely with the Enterprise Support Account Manager (ESAM) during critical service disruptions; coordinating customer communication and overseeing post-incident improvement plans
• Continuous Improvement: Participate in strategic internal projects under general supervision to enhance the frameworks, tools, and efficiencies of the global TAM organization
• Client Engagement: Travel as necessary to deepen client relationships (approx 25%)

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

• 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

Wage Transparency

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 - $183,050.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $111,900.00 - $153,900.00base 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

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).

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
• Retirement 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

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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