- 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.
- Keep a close eye on usage patterns and operational activities of key accounts to optimize service delivery and preemptively address any potential issues.
- Act as the guarantor for the integration and roll-out of new features and services, providing technical guidance and documentation.
- Oversee Technical Support activities and serve as the point of escalation for client service matters, leading crisis units during major incidents.
- Establish and review technical KPIs related to platform performance, generating regular reports for internal stakeholders and clients.
- Provide technical support to pre-sales activities, working closely with the sales team to identify client needs and tailor solutions.
- Actively participate in the improvement of internal processes and best practices, particularly in the management of incidents, problems, and changes.
- Work closely with cross-functional teams like Business Development, Marketing, Product, and Research & Development to align technical solutions with business objectives.
- Focus on retaining and growing revenue from existing Ledger Vault customers by ensuring high levels of customer satisfaction and engagement.
Blockchain