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Docusign

Bringing Agreements to Life

Senior Director, Support – Strategic Accounts

DirectorDirectorFull TimeRemoteSeniorTeam 5,001-10,000Since 2003H1B SponsorCompany SiteLinkedIn

Location

California

Posted

23 days ago

Salary

$212.1K - $342.7K / year

Seniority

Senior

Bachelor Degree15 yrs expEnglish

Job Description

Senior Director, Support – Strategic Accounts

Docusign

• Lead our large global tier 3 technical support operational delivery team that solves complex technical support cases across our largest accounts • Translate enterprise-level business objectives into actionable support roadmaps for the Strategic Accounts vertical to optimize global retention and loyalty • Build deep strategic partnerships with executive leaders across Sales, Product, Engineering and Customer Success to align technical support services with long-term corporate growth targets • Improve product quality, scale, supportability and reliability for our largest strategic customers through deep partnership and tight SLAs with engineering and SRE leadership • Sponsor the development of AI-driven support models and autonomous diagnostic agents tailored for enterprise-scale customer architectures • Govern global organizational design, headcount planning, and multi-year resource allocations across internal and partner ecosystems • Foster an inclusive, high-performing organizational culture centered on transparency, accountability, and customer-first execution standards

Job Requirements

  • Bachelor's degree or equivalent experience in Computer Science, Engineering, or a related field
  • 15+ years of experience in technical support, customer success, or professional services environments
  • 8+ years of leadership experience managing multi-tiered global operations or people managers
  • Experience leading global teams supporting enterprise software deployments with broad integration, business workflows, and scale within the Fortune 500
  • Experience navigating operational ambiguity and leading organizational change initiatives during periods of rapid scale and/or transformation

Benefits

  • 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

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