Senior Technical Account Manager

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

📋 Description

• Develop and sustain technical relationships with designated Enterprise Premier Support and strategic high-touch clients.

• Act as a reliable technical advisor and customer advocate.

• Grasp customer business goals, technical setups, implementation strategies, utilization, and risks.

• Create account-level technical strategies and set priorities.

• Evaluate customer environments regarding eSignature, APIs, CLM, IAM, SSO, networking, and integrations.

• Suggest enhancements for stability, performance, scalability, and operability.

• Facilitate technical meetings, troubleshooting sessions, release reviews, health checks, roadmap discussions, and QBRs.

• Oversee troubleshooting, escalation, test validation, root-cause analysis, and resolution of intricate production challenges.

• Manage customer support cases, resources, resolution timelines, communications, and priorities effectively.

• Collaborate with Engineering, Product, Support, Professional Services, Sales, and Customer Success to drive resolutions, workarounds, product enhancements, and release preparedness.

• Formulate response strategies for critical incidents and business-critical challenges.

• Clarify Enterprise Premier Support processes, severity classifications, P1 engagement, CLM workflows, Trust Portal access, and associated programs.

• Convey customer technical requirements, product challenges, and enhancement requests to Docusign.

• Align technical milestones, implementation and adoption strategies, and risk-mitigation plans with account teams.

• Identify customer use cases and promote product adoption and expansion.

• Provide customer education, technical insights, and knowledge-sharing sessions.

• Offer guidance on implementation, deployment, change management, and operational enhancements.

• Share technical expertise and case-management best practices within the TAM team.

• Mentor and train TAMs and related teams.

• Introduce tools and technologies aimed at enhancing support effectiveness, quality, efficiency, and scalability.

• Leverage data and automation to refine support delivery and customer experience.

• Meet or exceed CSAT targets and SLA commitments.

• Promptly resolve intricate technical issues and critical incidents.

• Contribute to customer implementation, adoption, stable operations, and ongoing usage.

• Enhance customer value through satisfaction, retention, upselling, and product adoption.

• Propel continuous improvement in TAM capabilities, processes, documentation, and tools.

• Report to the Director, Professional Services - Japan as an individual contributor.

⛳️ Requirements

• 10+ years of experience in Technical Support, Technical Account Management, Technical Consulting, or a related field.

• Experience with strategic enterprise account management or supporting large-scale customers in SaaS or cloud-services environments.

• Expert understanding of HTTP, REST, SOAP, JSON, and XML.

• Practical experience with C#, Java, JavaScript, PHP, HTML/CSS, React, Node.js, or relevant experience.

• In-depth comprehension of enterprise technical infrastructure, applications, integrations, networking, authentication and access management, server and web technologies, security, and industry compliance.

• Proven success in advanced troubleshooting and problem-solving across multiple Docusign products or enterprise SaaS platforms.

• Experience in analyzing logs, traces, diagnostic data, API request logs, HAR files, and network traces.

• Familiarity with incident management, problem management, escalation management, and bug management.

• Native-level proficiency in Japanese.

• Proficient in English, both written and verbal.

• Direct experience with Docusign products like eSignature, APIs, CLM, SSO, Connect, and PowerForms is preferred.

• Experience with enterprise integrations such as SharePoint, Docusign for Salesforce, and eOriginal is preferred.

• Experience in supporting large-scale, mission-critical, and highly available customer environments is preferred.

• Cross-functional collaboration experience is preferred.

• Experience in delivering customer presentations, technical briefings, and executive-level reviews is preferred.

• Experience in mentoring or training TAMs, Technical Support professionals, or related technical teams is preferred.

• Experience in analyzing customer usage, technical health, and case data is preferred.

• Ability to independently learn new technologies and apply them productively within a short timeframe.

• Ability to prioritize customer success and assess technical challenges based on business impact.

• Ability to remain composed in complex situations, set priorities effectively, and drive issues to resolution.

• Ability to foster alignment through clear communication across multiple internal organizations.

• Ability to think strategically and anticipate future customer needs.

• Ability to collaborate across cultures, functions, and levels of seniority.

• Ability to manage multiple projects, customer concerns, and competing priorities simultaneously.

• Ability to explain and recommend technical solutions and trade-offs based on customer business requirements.

• Ability to influence outcomes without formal authority.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities during the job application process.

• Religious accommodations during the application procedure.

• Equal opportunity to succeed and be heard.

• Opportunity to share ideas openly and build lasting relationships.