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).

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 

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.

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 

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $X/hour - $X/hour or $X - $X base salary

Illinois, Colorado, Massachusetts and Minnesota: $X/hour - $X/hour or $X - $X base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $X/hour - $X/hour or $X - $X base salary

Washington DC: $X/hour - $X/hour or $X - $X base salary

Ohio: $X/hour - $X/hour or $X - $X base salary 

This role is also eligible for the following:

• Bonus: 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.
• Stock: This role is eligible to receive Restricted Stock Units (RSUs).

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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