Senior Technical Account Manager

Ledger Enterprise; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work options

Health & Life Insurance

Shareholder opportunities

Commuter allowance

Learning & development

Job summary

Ledger Enterprise, based in New York City, seeks a Technical Account Manager – The Americas to lead onboarding, technical support, and strategic collaboration for Ledger Vault clients. You will work across pre‑ and post‑sales, guiding customers through integration, feature rollout, and incident management with a global, cross‑functional team.

Applicants should have 4–7 years in client‑facing tech roles, strong blockchain knowledge, and excellent communication skills.

Qualifications

• 4–7 years in a client-facing technical role, preferably in fintech or crypto.
• Strong understanding of blockchain tech and crypto ecosystems.
• Bachelor's degree in Engineering, CS, MIS or equivalent.
• Excellent verbal and written communication; ability to explain complex tech simply.
• Analytical mindset with data-driven decision making.
• Experience selling, designing, or deploying SaaS solutions is a plus.
• Solid project management skills with multi-stakeholder delivery.
• Collaborates well with engineering, sales and product teams.
• Experience working with global teams and different cultures.
• Familiarity with data protection laws and security guidelines.

Responsibilities

• Own onboarding for key customers and provide technical guidance and docs.
• Monitor usage and operations to optimize service delivery.
• Lead integration and rollout of new features for clients.
• Oversee incident and crisis management with cross‑functional teams.
• Create and report technical KPIs, SLAs and service monitoring.
• Assist pre‑sales with technical validation and solution tailoring.
• Suggest internal process improvements for incidents and changes.
• Collaborate with cross‑functional teams to align tech with business goals.
• Focus on retaining and growing revenue from Ledger Vault customers.
• Coordinate with global Ledger teams to maintain a unified client approach.
• Travel ~20% to meet clients and attend events or training.

Skills

Client-facing tech role

Blockchain knowledge

Analytical mindset

Strong communication

Sales acumen

Project management

Team collaboration

Global coordination

Security/compliance awareness

CRM software proficiency

Education

Bachelor's degree in Engineering

Bachelor's degree in Computer Science

MIS degree

Tools

CRM software

Data analytics tools

Job description

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.

What you'll be doing:

• 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.

What we’re looking for:

• 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 effectively in a team and coordinate with multiple departments, including Engineering, Sales, and Product Management.

• Global Perspective: Given the international scope of the role, experience in working with global teams and understanding cultural nuances is essential.

• Compliance and Security: Familiarity with legal regulations and security guidelines related to data protection and financial transactions.

• Software Skills: Proficiency in customer relationship management (CRM) software, data analytics tools, and other software commonly used in technical account management.

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.

We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.