Responsibilities
- 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.
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.
- 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.
- 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.
- 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.
Nice to Have
- Experience in the financial or cryptocurrency sectors is highly desirable.
- Additional certifications in project management or technical sales are a plus.
- 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.
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.
Work Arrangement
Hybrid
Team
Team size: around 600 professionals. Structure: global expansion efforts, particularly in the American continent
Additional Information
- Be prepared for business travel, constituting approximately 20% of your time, to meet with clients and attend relevant events or training.
