Senior Technical Account Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee the onboarding process for key clients, supplying essential technical guidance and documentation. Act as the main point of contact for all technical inquiries, ensuring prompt and effective solutions.

• Monitor usage trends and operational activities of key accounts closely. Utilize this information to enhance service delivery and proactively mitigate potential issues.

• Serve as the guarantor for the integration and deployment of new features and services. Provide necessary technical guidance and documentation to both internal teams and clients.

• Supervise Technical Support operations and act as the escalation point for client service issues. Lead crisis management teams during significant incidents, facilitating effective resolution between the customer and various technical teams.

• Establish and evaluate technical KPIs related to platform performance, including SLAs and service monitoring. Generate regular reports for internal stakeholders and clients to ensure compliance with contracts.

• Offer technical support to pre-sales activities, collaborating closely with the sales team to identify client requirements and customize solutions accordingly.

• Engage actively in improving internal processes and best practices, particularly in incident, problem, and change management.

• Collaborate closely with cross-functional teams, including Business Development, Marketing, Product, and Research & Development, to align technical solutions with business goals.

• Focus on retaining and expanding revenue from existing Ledger Vault clients by ensuring high levels of customer satisfaction and engagement.

• Collaborate effectively with Ledger teams across Europe, Asia, and the U.S. to ensure a cohesive approach to client service.

• Be ready for business travel, which will comprise approximately 20% of your time, to meet clients and participate in relevant events or training.

⛳️ Requirements

• 4-7 years of experience in a client-facing technical position, 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 preferred.

• Strong grasp of blockchain technology and the cryptocurrency ecosystem. Ability to perform complex troubleshooting and provide initial analysis before escalating to the relevant engineering team.

• A Bachelor's degree in Engineering, Computer Science, MIS, or a related field is preferred. Additional certifications in project management or technical sales are advantageous.

• Exceptional interpersonal skills, along with strong verbal and written communication abilities. Must be able to translate complex technical issues into clear terms for a non-technical audience.

• A curious and analytical mindset with strong problem-solving capabilities. Must be able to analyze data, identify trends, and make data-driven decisions.

• Experience in selling, designing, or deploying SaaS solutions is a plus. Must be comfortable collaborating closely with the sales team to identify opportunities and finalize deals.

• Strong project management skills, including the ability to manage multiple projects concurrently, meet deadlines, and engage stakeholders effectively.

• Ability to work collaboratively in a team and coordinate with multiple departments, including Engineering, Sales, and Product Management.

• Given the international nature of the role, experience working with global teams and an understanding of cultural differences is crucial.

• Familiarity with legal regulations and security guidelines concerning data protection and financial transactions.

• Proficiency in customer relationship management (CRM) software, data analytics tools, and other software commonly utilized 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 receive other financial benefits depending on their country of employment.

• Commuter allowance - Ledger provides a commuter allowance to support your preferred mode of transportation.

• Learning & Development - A comprehensive suite of training solutions offering a personalized learning experience for every employee.