Senior Technical Account Manager

Job description

About Ledger We’re a team of experts pushing the limits of what’s possible, united by our common goal to unlock true freedom through digital ownership, making technology accessible for all. We believe in a world where users, creators and enterprises manage their value with ownership and freedom. Our curiosity drives us to innovate, empowering individuals on a global scale. We believe change is constant and our team moves forward as one, with a culture of problem-solving where every employee is empowered and supported to challenge tradition and create solutions. Our mission is simple: to make self-custody accessible and give people the keys to their own financial futures. If you want to make a true impact, we want you to join us at Ledger. At Ledger, we’re proud to be the global platform for digital assets and Web3, with over 20% of the world’s crypto assets secured through our Ledger devices. With our headquarters in Paris, and offices in Vierzon, Grenoble, Montpellier, London, Portland, Geneva, Zurich and Central Singapore, we have a team of around 600 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 7.5 millions units already sold in 200 countries. The team: As a Technical Account Manager for The Americas, based in New York City, you will serve as a linchpin in Ledger Enterprise https://enterprise.ledger.com'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. What you'll be doing: - Client Onboarding and Support: 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. - Operational Monitoring: 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. - Technical Leadership: 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. - Incident and Crisis Management: 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. - Performance Metrics and Reporting: 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. - Sales Support: Provide technical support to pre-sales activities, working closely with the sales team to identify client needs and tailor solutions accordingly. - Process Improvement: Actively participate in the improvement of internal processes and best practices, particularly in the management of incidents, problems, and changes. - Strategic Collaboration: Work closely with cross-functional teams like Business Development, Marketing, Product, and Research & Development to align technical solutions with business objectives. - Client Retention and Growth: Focus on retaining and growing revenue from existing Ledger Vault customers by ensuring high levels of customer satisfaction and engagement. - Global Team Coordination: Given the global nature of the role, coordinate effectively with Ledger teams based in Europe, Asia, and the U.S. to ensure a unified approach to client service. - Business Travel: Be prepared for business travel, constituting approximately 20% of your time, to meet with clients and attend relevant events or training. What we’re looking for: - Experience: 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. - Technical Expertise: 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. - Educational Qualifications: 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. - Communication Skills: 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. - Analytical Mindset: A curious, analytical mind with robust problem-solving skills. Must be capable of analyzing data, identifying trends, and making data-driven decisions. - Sales Acumen: 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. - Project Management: Strong project management skills, including the ability to manage multiple projects simultaneously, meet deadlines, and handle stakeholders effectively. - Team Collaboration: Ability to work effectively in a team and coordinate with multiple departments, including Engineering, Sales, and Product Management. - Global Perspective: Given the international scope of the role, experience in working with global teams and understanding cultural nuances is essential. - Compliance and Security: Familiarity with legal regulations and security guidelines related to data protection and financial transactions. - Software Skills: Proficiency in customer relationship management (CRM) software, data analytics tools, and other software commonly used in technical account management. At Ledger, we are dedicated to continually investing in our employees which is why we offer more than just salaries; we provide comprehensive compensation packages that include a wide range of benefits. Here are some of the benefits you can look forward to: - 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. For regionally specific benefits, your Talent Acquisition contact will be able to provide you with more information. We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.