Senior Technical Account Manager

Serve as a technical consultant and strategic partner for Ledger Enterprise clients across the Americas, supporting pre-sales and post-sales activities, client satisfaction, service delivery, and long-term account relationships.

Responsibilities

• Manage onboarding for key customers and provide technical guidance and documentation.
• Serve as the primary contact for technical queries and resolutions.
• Monitor account usage and operational activity to optimize service delivery.
• Lead feature and service integrations and rollouts.
• Oversee technical support and escalate client service matters.
• Lead crisis units during major incidents.
• Establish and review technical KPIs, SLAs, and service monitoring.
• Generate reports for internal stakeholders and clients.
• Support pre-sales activities and tailor technical solutions with the sales team.
• Improve processes for incidents, problems, and changes.
• Collaborate with Business Development, Marketing, Product, and Research & Development.
• Retain and grow revenue from existing Ledger Vault customers.
• Coordinate client service with teams in Europe, Asia, and the United States.
• Travel approximately 20% for client meetings, events, or training.

Requirements

• 4-7 years of experience in a client-facing technical role.
• Experience in financial or cryptocurrency sectors is highly desirable.
• Strong understanding of blockchain technology and cryptocurrency.
• Complex troubleshooting and first-level analysis skills.
• Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field preferred.
• Project management or technical sales certifications are a plus.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to explain technical issues to non-technical audiences.
• Curious, analytical, and strong problem-solving mindset.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Experience selling, designing, or deploying SaaS solutions is advantageous.
• Strong project management and stakeholder management skills.
• Ability to collaborate across multiple departments.
• Experience working with global teams and understanding cultural nuances.
• Familiarity with data protection and financial transaction regulations.
• Proficiency with CRM, data analytics, and relevant technical account management software.

Benefits

• Hybrid work options allowing work from home up to three times per week.
• Health and Life Insurance.
• Employee shareholder opportunities.
• Commuter allowance.
• Learning and Development training solutions.