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About the Role

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 role involves understanding customer environments, leading complex technical challenge resolutions, mitigating risks, driving product adoption, and ensuring long-term customer value. The Principal TAM acts as a customer advocate and a cross-functional leader, contributing to raising technical standards and mentoring other TAMs.

Responsibilities

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.

Requirements

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.
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.

Skills

HTTP
REST
SOAP
JSON
XML
C#
Java
JavaScript
PHP
HTML/CSS
React
Node.js
eSignature
APIs
CLM
SSO
Connect
PowerForms
SharePoint
Docusign for Salesforce
eOriginal

Location

Remote

Work Type

Remote
Full-time

Experience Level

10+ years of experience

About the Company

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).

Equal Opportunity

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.
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.