Senior Technical Account Manager
Ledger helps you keep your digital assets safe using certified hardware wallets and management software that protect against online threats.
Funding history
Projects
About Ledger
Ledger provides secure storage and management for digital assets through certified hardware wallets and software. The hardware wallets store private keys offline to protect against hacks and malware, while Ledger Live software lets users buy, sell, and manage multiple cryptocurrencies. Institutions can use Ledger Enterprise for secure custody and governance. All products support major blockchains and Web3 applications with regular security updates.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
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.
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.
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.
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.
