Senior Technical Account Manager

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $170k - $190k / year

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

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Ledger

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 15% of the world’s crypto assets are secured through Ledger Nanos. Headquartered in Paris and Vierzon, with offices in London, New York and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 4 millions units already sold in 180 countries.

📋 Description

• 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. • Keep a close eye on usage patterns and operational activities of key accounts. Use this data to optimize service delivery and preemptively address any potential issues. • Act as the guarantor for the integration and roll-out of new features and services. Provide the necessary technical guidance and documentation to both 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 for effective resolution. • 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 to identify client needs and tailor solutions accordingly. • Actively participate in the improvement of internal processes and best practices, particularly in the management of incidents, problems, and changes. • Work closely with cross-functional teams like Business Development, Marketing, Product, and Research & Development to align technical solutions with business objectives. • Focus on retaining and growing revenue from existing Ledger Vault customers by ensuring high levels of customer satisfaction and engagement. • Coordinate effectively with Ledger teams based in Europe, Asia, and the U.S. to ensure a unified approach to client service. • Be prepared for business travel, constituting approximately 20% of your 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 a similar high-tech role. 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 to the corresponding engineering team. • 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. Must be capable of translating complex technical issues into understandable terms for a non-technical audience. • A curious, analytical mind with robust problem-solving skills. Must be capable of analyzing data, identifying trends, and making data-driven decisions. • Experience in selling, designing, or deploying SaaS solutions is an advantage. Must be comfortable working closely with the sales team to identify opportunities and close deals. • Strong project management skills, including the ability to manage multiple projects simultaneously, meet deadlines, and handle stakeholders effectively. • Ability to work effectively in a team and coordinate with multiple departments, including Engineering, Sales, and Product Management. • Given the international scope of the role, experience in working with global teams and understanding cultural nuances is essential. • 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 software commonly used in technical account management.

🏖️ Benefits

• Flexible work options - Our hybrid policy allows employees to work from home up to 3 times per week • Health & Wellness support - Health and Life Insurance. • Financial growth opportunities - Employees can become shareholders in Ledger as well as other financial benefits depending on your country of work. • Commuter allowance - Ledger offers a commuter allowance to contribute to your preferred means of transportation. • Learning & Development - A comprehensive suite of training solutions providing a personalised learning experience for every employee.