Regional Technical Account Manager EMEA

About the company: Ledger Enterprise Solutions is a core business unit of Ledger, a leader in security for cryptocurrencies and blockchain applications. Leveraging Ledger’s industry-leading and indep

About the company:
Ledger Enterprise Solutions is a core business unit of Ledger, a leader in security for cryptocurrencies and blockchain applications. Leveraging Ledger’s industry-leading and independently certified security technology, the Ledger Vault provides information technology infrastructure for financial institutions to securely control their crypto assets with a multi-authorization self-custody management solution. With a global team of more than 300 professionals, Ledger develops a variety of products and services that safeguard crypto assets for individuals, companies and connected devices. Founded in 2014, the company has offices in Paris, London, New York, Singapore, Zurich and Vierzon.
Ledger Enterprise Solutions provides enterprise-grade security technology solutions and services for custodians, exchanges, banks and traditional financial institutions.

Ledger Enterprise Solutions is looking for a Regional Technical Account manager based in Paris, London or Zurich, reporting to the Head of Service Delivery Management of Ledger Enterprise Solutions to join our rapidly growing team globally.
As a tech-savvy technical account manager, you will be responsible for providing technical support before and after-sales and increasing the customer satisfaction in the regional markets. The technical account manager should be able to satisfy client queries in a timely manner and train clients to use products as well as work with the sales team to increase sales.
You will work as a leader on the Europe area market to spearhead our local development whilst helping and advising our B2B clients to secure their digital assets with our innovative solution: the Ledger Vault (https://enterprise.ledger.com/products/vault/).
To be successful in this technical account manager role, you have excellent technical skills and knowledge, as well as sales ability and interpersonal skills. Ultimately, you are analytical, and well organised.
The Regional Technical Account Manager role will include managing relationships with digital assets infrastructures (exchanges, custodians), financial institutions and professional investors. You will demonstrate strong communication and project management skills to launch and extend partnerships. In order to be successful in this role, you will also need to have a natural interest in Blockchain technology.
Ledger is experiencing strong growth supported by a dynamic market. You will need a significant level of autonomy to collaborate with our teams based worldwide in Europe, Asia and the US. You will interact with all members of the Operations Team such as Business Development, Marketing, Product and Research & Development.

Primary responsibilities
  • Manage the Ledger solutions related activity of key customers: onboarding, monitoring of operational activity, answer technical-related queries in a timely manner. Provide product knowledge and answer product related questions.
  • Monitoring usage patterns to provide the best service delivery experience.
  • Guarantor of the integration and roll-out of new features and services, including providing the necessary documentation and technical guidance.
  • Oversee Technical Support activities and act as the key point of contact with customers for technical issues and technical related questions. Be the point of escalation for client service matters and provide technical support to pre-sales activities.
  • Establish dashboards and review of technical KPIs related to the platform performance (SLAs, service monitoring) and ensure the proper execution of the contract.
  • Help build processes we will use to scale our client service organisation while maintaining a premium level of client support.
  • Work closely with the engineering team and our product specialists to resolve detailed, technical client problems.
  • Manage crisis units during major incidents involving the customer and various technical teams. Apply your analytical mind to support challenges, and help shape strategy, optimisation and organisational growth.
  • Participate in the improvement of internal processes and good practices (management of incidents, problems, changes).
  • 20% of time business travel.

Client Success mindset

  • Drive the highest standards in customer satisfaction.
  • Focus on retaining and growing the revenue for existing Ledger Vault customers.
  • Ensure the highest level of Ledger Vault usage amongst the client base by leveraging training tools, engaging in periodic discussions, monitoring the usage on an ongoing basis.
  • Be client focussed, the ideal mind being to understand Ledger’s client’s ambition to help them grow and succeed with us.
  • Ensure the proper resolution of technical challenges by coordinating the Infrastructure and Engineering and Service Delivery Management team members.

Requirements

  • 4-7 years’ experience in a client facing technical role: either technical account management, QA manager, service delivery manager, or any relevant highly tech role.
  • High interest in the cryptocurrency ecosystem and strong understanding of blockchain technology in general.
  • Ability to troubleshoot and provide a first level analysis before escalation to the corresponding engineering team.
  • Familiar with translating users’ needs into detailed technical specifications.
  • Excellent interpersonal skills, as well as strong verbal and written communication skills.
  • A curious, analytical mind and strong problem-solving skills.
  • Experience selling, designing or deploying a SaaS solution would be an advantage.
  • Bachelor’s degree in Engineering, Computer Science, MIS or a comparable field is preferred.
  • Fluent in English

Benefits
  • Competitive compensation package, and BSPCE / Share warrants for entrepreneurs’ options in Series C (2021) startup.
  • Flexible working hours, remote friendly environment.
  • Strong focus on personal development, including internal and external trainings, and attendance to conferences.
  • Internal talks, technical meetups, and hackathons.
  • High performance equipment for your work.
  • Comprehensive health insurance with medical, dental, and vision coverage.
  • Reimbursement for sports and cultural activities.
  • Annual company outing for Ledgerdary Days; plus infrequent parties, snacks and drinks.
  • Employee discount on Ledger products.

Leave a Reply