Senior Technical Account Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the main technical liaison and strategic consultant for enterprise clients, ensuring their technical strategies are aligned with broader business objectives.

• Collaborate closely with the enterprise account team as a technical Subject Matter Expert (SME) to identify and promote upsell, cross-sell, and renewal opportunities.

• Function as the customer's knowledgeable advisor on configuring Agentic solutions in conjunction with Docusign IAM.

• Ensure that technical stakeholders at customer organizations have the knowledge and change management strategies needed to effectively adopt current, new, and evolving product functionalities.

• Serve as a strategic intermediary to represent customer product requirements, providing insights into the Docusign product roadmap and aligning future capabilities with customer use cases.

• Analyze system telemetry, ticket trends, and operational data, utilizing predictive models to transform isolated symptoms and systemic risk patterns into structured success programs that protect customer value and renewal cycles.

• Assess and create optimization strategies for third-party and custom API integrations proactively.

• Maintain detailed, data-driven technical customer profiles to monitor architectural integrity, integration points, and overall supportability.

• Offer authoritative leadership during critical service disruptions, coordinating internal technical teams, facilitating swift resolutions, and overseeing post-incident improvement initiatives.

• Provide high-touch, consolidated risk management during significant customer events, including onboarding, live cutovers, major migrations, and renewal periods.

• Engage in strategic internal projects with general supervision to improve the frameworks, tools, and efficiencies of the global Technical Account Management (TAM) organization.

• Remain available for occasional "off-hours" commitments, such as customer Go-Live support, critical all-hands initiatives, and participation in a rotational on-call schedule.

• Travel as required to strengthen client relationships (approximately 20%).

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or extensive equivalent experience in customer-facing technical management roles.

• Over 8 years of experience in enterprise SaaS troubleshooting, technical account management, or technical consulting.

• Familiarity with modern markup and programming languages (e.g., XML, C#, Python, PHP, JavaScript/jQuery).

• Expertise in using network and log analysis tools (e.g., Wireshark, Fiddler, Charles Proxy, browser developer tools).

• Outstanding written, verbal, and presentation abilities, with a proven capability to distill complex technical information into actionable insights for Salesforce, Excel, PowerPoint, and Google Suite presentations aimed at executive audiences.

• Proficiency in English.

• Strong business acumen with a successful history of forging deep, productive partnerships with major enterprise accounts and cross-functional technical teams.

• Recognized Subject Matter Expert (SME) in Contract Lifecycle Management (CLM) platforms.

• Extensive knowledge of the Docusign product suite and native API integrations.

• Comprehensive understanding of enterprise technical infrastructure (networking, access management, identity, security, and industry compliance).

• Experience in deploying and architecting agentic AI solutions/AI applications within enterprise organizations, either out-of-the-box or utilizing MCP.

• Advanced troubleshooting abilities, including regular expressions, code debugging, and complex data validation rules.

• Proven capacity to mentor junior team members and rapidly master emerging technologies independently.

• Multilingual proficiency in Docusign-supported languages (German, French, Spanish, Portuguese, or Japanese).

🏝️ Benefits

• Accommodation

• Flexible work arrangements

• Professional development opportunities