Senior Regional Technical Account Manager

Ledger • New York, NY

4d • Hybrid

About The Position

Ledger is a global platform for digital assets and Web3, securing over 20% of the world's crypto assets through its hardware wallets. With a mission to make self-custody accessible and empower individuals with financial freedom, Ledger is expanding its Enterprise division. The Senior Regional Technical Account Manager for The Americas, based in New York City, will be crucial to this expansion. This role involves both pre-sales and post-sales technical support, acting as a technical consultant and strategic partner to clients in the digital asset infrastructure, financial institution, and professional investor sectors. The position requires leveraging deep technical expertise and sales acumen to build long-term client relationships and ensure high customer satisfaction.

Requirements

• 4-7 years of experience in a client-facing technical role (e.g., technical account management, QA manager, service delivery manager, or 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.
• Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred.
• 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.
• A 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.
• 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 (Engineering, Sales, Product Management).
• 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.

Nice To Haves

• Additional certifications in project management or technical sales are a plus.

Responsibilities

• Manage the onboarding process for key customers, providing 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 address potential issues proactively.
• Act as the guarantor for the integration and roll-out of new features and services, providing technical guidance and documentation.
• 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 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 with the sales team to identify client needs and tailor solutions.
• Actively participate in the improvement of internal processes and best practices for incident, problem, and change management.
• Collaborate with cross-functional teams (Business Development, Marketing, Product, R&D) to align technical solutions with business objectives.
• Focus on retaining and growing revenue from existing Ledger Vault customers by ensuring high customer satisfaction and engagement.
• Coordinate effectively with global Ledger teams (Europe, Asia, U.S.) to ensure a unified approach to client service.
• Be prepared for business travel, approximately 20% of the time.

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
• Other financial benefits depending on your country of work
• Commuter allowance
• A comprehensive suite of training solutions providing a personalized learning experience

What This Job Offers

• Job Type: Full-time
• Career Level: Senior