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Docusign

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

Bachelor Degree5 yrs expEnglishSalesforce

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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