• Build and maintain consultative relationships with assigned Success Premium customers. • Develop deep understanding of customer environments, including architecture, workflows, stakeholders, and risks. • Translate customer context into tailored technical guidance that drives adoption and value. • Proactively recommend features, configurations, and best practices aligned to customer goals. • Identify and mitigate risks before they impact operations. • Guide adoption of new capabilities that deliver measurable business outcomes. • Orchestrate internal resources across Support, Engineering, Services, and Sales Operations. • Partner with Operational TAMs to ensure continuity across proactive and reactive engagements. • Demonstrate value and reduce risk to positively influence retention and renewal outcomes.

• 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.