Senior Technical Account Manager

Technical Account Manager – The Americas The team

As a Technical Account Manager for the Americas, based in New York City, you will serve as a linchpin in Ledger Enterprise's global expansion efforts, particularly in the American continent. Reporting directly to the Director of Service Delivery Management, you will be responsible for both pre‑sales and post‑sales technical support, ensuring that our clients receive an unparalleled service experience.

• 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.

• Experience: 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. Experience in the financial or cryptocurrency sectors is highly desirable.

• Technical Expertise: 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.

• Educational
  
  Qualifications:
  
  Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred. Additional certifications in project management or technical sales are a plus.

• Communication
  
  Skills:
  
  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.

• Analytical Mindset: A curious, analytical mind with robust problem‑solving skills. Must be capable of analyzing data, identifying trends, and making data‑driven decisions.

• Sales Acumen: 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.

• Project Management: Strong project management skills, including the ability to manage multiple projects simultaneously, meet deadlines, and handle stakeholders effectively.

• Team
  
  Collaboration:
  
  Ability to work…