• Serve as the first point of contact for enterprise customers' technical inquiries/resolution • Partner with enterprise account team as technical SME to upsell, cross-sell and renew • Engage customers in response to instability in their Docusign use case, leveraging services telemetry alerts • Provide leadership to manage service disruptions for enterprise customers • Drive customer change management for new product functionality • Maintain a detailed customer technical account profile to ensure supportability • Serve as liaison in advocating for customer product needs and provide visibility into DS product roadmap • Ensure Customer contacts have the expertise necessary to manage existing and new product functionality • Oversee consistent delivery of the customer's support experience • Travel as necessary, approximately 10-20%

• Serve as a technical contact and augment our customer support teams • Participate with onboarding process • Perform quarterly health checks and business reviews • Participate in TAM on-call rotation (during normal business hours) helping answer customer inquiries and case escalation requests. • Escalate customer issues to management when appropriate. • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. • Leverage knowledge content and systems to obtain product expertise • Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications. • Manage renewal risk and collaborate with sales teams to remediate and ensure a successful renewal and upsell of product • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal. • Drive support cases to ensure issues are being resolved in a timely manner.

• Maintain and update customer account plans to reflect current activities, strategic goals, and communication history. • Opening account issues within two business days of receiving notification that the close-out package is ready, to ensure timely resolution and customer alignment. • Oversee close-out packages by documenting accurate dates, capturing customer acceptance or rejection, and addressing all action items. • Ensure visibility for internal teams by documenting customer engagement, satisfaction levels, and proactive service efforts. • Collaborate with customer-facing teams to track and report progress on key milestones. • Maintain and update inventory records for all active and planned network circuits and cabling. • Conduct regular audits to ensure accuracy and alignment with physical infrastructure. • Review and finalize project close-out packages, ensuring all required documentation is accurate and complete. • Provide technical support during the implementation phase to align network builds with customer locations and expectations. • Troubleshoot discrepancies and support service validation and handoff to customers. • Manage customer-requested design changes post-sales, ensuring alignment with technical requirements and timely implementation. • Review completed network diagrams submitted by fiber engineering.

• Develop relationships with key business and IT stakeholders and become an expert on customers’ implementations by understanding their top business goals and priorities • Understand customers' technical infrastructure, hardware, processes, and products • Deliver key portfolio updates and assist customers with product upgrades • Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies • Perform initial or secondary investigations and respond to online and phone support requests • Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams • Provide advice and guidance to customers about their current and future use of Red Hat’s offerings • Perform technical reviews and share knowledge to proactively identify and prevent issues • Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans • Build a sense of trust with customers and serve as their advocate within Red Hat • Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption • Ensure a high level of customer experience with each qualified engagement • Analyze and present periodic reviews of operational performance to customer leadership • Establish and maintain parity with Red Hat’s open hybrid cloud strategy • Deliver trainings and presentations to customers’ staff • Travel, as necessary, to visit customers or internal events