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Founded in 2003, Docusign is an electronic signature and transaction management firm with over 1 million customers and billions of users across the globe. Docus
Manager, Technical Account Management
Location
Ireland
Posted
58 days ago
Salary
0
Seniority
Senior
Job Description
Manager, Technical Account Management
Docusign
• 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
Job Requirements
- 5+ years of related experience in Technical Support
- 1+ years of experience in a management, supervisory, or team lead role
- Bachelor’s degree
- 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
Benefits
- Accommodation
- Equal opportunity
- Remote work options
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