[Remote] Sr. Technical Account Manager (TAM)

Note: The job is a remote job and is open to candidates in USA. Docusign is a leading provider of e-signature and contract lifecycle management solutions, serving over 1.5 million customers globally. They are seeking a Senior Technical Account Manager (TAM) to act as a strategic technical advisor for enterprise customers, ensuring successful adoption of their Intelligent Agreement Management platform while driving value and growth through optimized technical solutions.ResponsibilitiesServe as the primary technical point of contact and strategic advisor for enterprise customers, aligning their technical strategy with overarching business goalsPartner closely with the enterprise account team as a technical SME to identify, support, and drive upsell, cross-sell, and renewal opportunitiesServe as the customer's expert advisor on configuring Agentic solutions within and alongside Docusign IAMEnsure customer technical stakeholders possess the expertise and change management strategies required to successfully adopt existing, new, and evolving product functionalityAct as a strategic liaison to advocate for customer product needs, providing visibility into the Docusign product roadmap and matching future capabilities to customer use casesSynthesize system telemetry, ticket trends, and operational data, applying predictive models to convert isolated symptoms and systemic risk patterns into formalized success programs that safeguard customer value and renewal cyclesProactively evaluate and develop optimization plans for third-party and custom API integrationMaintain comprehensive, data-informed technical customer profiles to track architectural health, integration points, and overall supportabilityProvide authoritative leadership during critical service disruptions, coordinating internal technical teams, facilitating rapid resolution, and overseeing post-incident improvement plansProvide high-touch, consolidated risk management during high-stakes customer windows, inclusive of onboarding, live cutovers, major migrations and renewal windowsParticipate in strategic internal projects under general supervision to enhance the frameworks, tools, and efficiencies of the global TAM organizationMaintain flexibility for occasional "off-hours" commitments, including customer Go-Live support, critical all-hands initiatives, and participation in a rotational on-call shiftTravel as necessary to deepen client relationships (approx 20%)SkillsBachelor of Science degree in Computer Science, Engineering, or a related technical discipline, OR extensive equivalent experience in customer-facing technical management roles5+ years of enterprise SaaS troubleshooting, technical account management, or technical consulting experienceExperience 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 teamsFluency in EnglishExceptional 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 audiencesSubject Matter Expert (SME) status in Contract Lifecycle Management (CLM) platformsDeep familiarity with the Docusign product portfolio and native API integrationsThorough 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 MCPAdvanced troubleshooting skills, including regular expressions, code debugging, and complex data validation rulesDemonstrated ability to mentor junior team members and independently master emerging technologies rapidlyMultilingual capabilities in Docusign-supported languages (German, French, Spanish, Portuguese, or Japanese) are a strong plusBenefitsBonus: 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.Paid Time Off: earned time off, as well as paid company holidays based on regionPaid Parental Leave: take up to six months off with your child after birth, adoption or foster care placementFull Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employmentRetirement Plans: select retirement and pension programs with potential for employer contributionsLearning and Development: options for coaching, online courses and education reimbursementsCompassionate Care Leave: paid time off following the loss of a loved one and other life-changing eventsCompany OverviewDocusign provides a software to prepare, send, sign, store, and manage documents through electronic signature and workflow tools. It was founded in 2003, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is http://www.docusign.com.