Senior Technical Account Manager

You will serve as a linchpin in Ledger Enterprise's global expansion efforts, particularly in the American continent. Reporting directly to the Director of Service Delivery Management, you will be responsible for both pre-sales and post-sales technical support, ensuring that our clients receive an unparalleled service experience. Your role goes beyond traditional Account Management; you will act as a technical consultant and a strategic partner to our clients, which include digital assets infrastructures like exchanges and custodians, as well as financial institutions and professional investors. You will leverage your deep technical expertise and sales acumen to foster long-term relationships and drive customer satisfaction.

Responsibilities

• Manage the onboarding process for key customers, providing them with the necessary technical guidance and documentation
• Serve as the primary point of contact for all technical-related queries, ensuring timely and effective resolutions
• Monitor usage patterns and operational activities of key accounts to optimize service delivery and preemptively address issues
• Act as the guarantor for the integration and roll-out of new features and services
• Provide necessary technical guidance and documentation to internal teams and clients
• Oversee Technical Support activities and serve as the point of escalation for client service matters
• Lead crisis units during major incidents, coordinating between the customer and various technical teams
• Establish and review technical KPIs related to platform performance, such as SLAs and service monitoring
• Generate regular reports for internal stakeholders and clients to ensure contract compliance
• Provide technical support to pre-sales activities, working closely with the sales team
• Participate in the improvement of internal processes and best practices for incidents, problems, and changes
• Collaborate with cross-functional teams like Business Development, Marketing, Product, and Research & Development
• Focus on retaining and growing revenue from existing Ledger Vault customers
• Coordinate with Ledger teams based in Europe, Asia, and the U.S. to ensure a unified approach to client service
• Travel for business approximately 20% of the time to meet with clients and attend relevant events or training

Requirements

• 4-7 years of experience in a client-facing technical role, such as technical account management, QA manager, service delivery manager, or similar
• Experience in the financial or cryptocurrency sectors is highly desirable
• Strong understanding of blockchain technology and the cryptocurrency ecosystem
• Ability to perform complex troubleshooting and provide first-level analysis before escalation
• Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred
• Additional certifications in project management or technical sales are a plus
• Excellent interpersonal skills, along with strong verbal and written communication abilities
• Ability to translate complex technical issues into understandable terms for a non-technical audience
• Curious, analytical mind with robust problem-solving skills
• Ability to analyze data, identify trends, and make data-driven decisions
• Experience in selling, designing, or deploying SaaS solutions is an advantage
• Strong project management skills, including managing multiple projects simultaneously
• Ability to work effectively in a team and coordinate with multiple departments
• Experience working with global teams and understanding cultural nuances
• Familiarity with legal regulations and security guidelines related to data protection and financial transactions
• Proficiency in customer relationship management (CRM) software, data analytics tools, and other relevant software

Benefits

• Flexible work options - hybrid policy allows employees to work from home up to 3 times per week
• Health and Life Insurance
• Employees can become shareholders in Ledger
• Commuter allowance
• Learning & Development training solutions