Manager, Technical Account Management

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

As a Manager, Technical Account Management, you will help lead and grow the Technical Account Management (TAM) team and the service delivery to our biggest customers. You are a professional at discerning what needs to be built next to deliver ongoing and differentiated customer value while managing the day to day needs of the team. You are a motivating, coaching, training and problem-solving wizard, with deep technical expertise, commitment to excellence, maniacal customer focus and the uncanny ability to build high performing, all-in teams. You work seamlessly in a global structure. As a Manager of TAMs, you’ll manage your team's enterprise support portfolio, load balance, troubleshoot customer escalations as well as partner with Account Management and internal stakeholders to deliver a world class customer experience. If you always wanted to build a world class TAM team the right way, this is your opportunity.

This position people manager role reporting to the Senior Director, TAM.

Responsibility 

• Manage the team driving career paths, improvement plans and technical learning

• Partner with Support Management on escalations, incidents and customer communications

• Assist team in problem evaluation and resolution and recommend courses of action as required

• Achieve performance metrics monthly while determining how to continuously improve the customer experience

• Represent Customer Success TAMs cross functionally with the Product, Engineering and Operations organizations

• Discern when and how to keep interdepartmental leadership informed of potential customer problems

• Evaluate, recommend, implement, and maintain customer support and service applications and tools

• Assist in the development of new policies and procedures as needed and communicate to/with team(s), as appropriate

• Drive team engagement, commitment, and excitement within the team

• Work collaboratively and seamlessly with global colleagues 

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 

• 5+ years of related experience in Technical Support

• 1+ years of experience in a management, supervisory, or team lead role 

• Bachelor’s degree

Preferred 

• Customer Support and Account management experience with a software and/or services company

• Proven technical acumen and the ability to troubleshoot and problem solve issues while working seamlessly in a global structure

• Knowledge of systems and tools used in the Support organization such as Salesforce.com and Cisco

• Proven team builder and passionate about customer successes, employee satisfaction, and continuous improvement 

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 accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

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