Senior Technical Account Manager

Responsibilities

• ▹Manage onboarding and technical support for key customers
• ▹Serve as the primary point of contact for all technical queries, ensuring timely resolutions
• ▹Monitor operational usage of key accounts and preemptively address potential issues
• ▹Provide technical leadership and guidance for the integration and rollout of new features
• ▹Oversee incident and crisis management, acting as the escalation point for client service matters
• ▹Establish and review technical KPIs (SLAs, service monitoring) and generate regular reports
• ▹Provide technical support to pre-sales activities alongside the sales team
• ▹Participate in improving internal processes for incident, problem, and change management
• ▹Collaborate with Business Development, Marketing, Product, and R&D teams
• ▹Focus on client retention and revenue growth through high satisfaction and engagement
• ▹Coordinate with Ledger teams across Europe, Asia, and the U.S.
• ▹Travel for business roughly 20% of the time to meet clients and attend events

Requirements

• ▹4-7 years of experience in a client-facing technical role (technical account management, QA manager, service delivery manager, or similar)
• ▹Strong understanding of blockchain technology and the cryptocurrency ecosystem
• ▹Ability to perform complex troubleshooting and first-level analysis before escalation
• ▹Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field
• ▹Excellent interpersonal, verbal and written communication skills, able to translate technical issues for non-technical audiences
• ▹Analytical mindset with strong data-driven decision-making skills
• ▹Proficiency in CRM software and data analytics tools
• ▹Familiarity with legal regulations and security guidelines around data protection and financial transactions

Nice to have

• ▹Experience in the financial or cryptocurrency sectors
• ▹Certifications in project management or technical sales
• ▹Experience selling, designing, or deploying SaaS solutions

Soft skills

What we offer

• ▹Flexible hybrid work (up to 3 days remote per week)
• ▹Health and life insurance
• ▹Shareholding opportunities and additional financial benefits (country-dependent)
• ▹Commuter allowance
• ▹Comprehensive learning and development programs

About the company

Ledger is the global platform for digital assets and Web3, securing over 20% of the world's crypto assets through its devices. Headquartered in Paris, with offices in Vierzon, Grenoble, Montpellier, London, Portland, Geneva, Zurich, and Central Singapore, its team of around 600 professionals has sold more than 7.5 million hardware wallets across 200 countries.