Senior Regional Technical Account Manager
New
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LedgerFinancial, cryptocurrency
New York, United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- 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.
- Required Skills
- Blockchain
Requirements
- 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.
- 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.
- Bachelor's degree in Engineering, Computer Science, MIS, or a comparable field is preferred.
- Excellent interpersonal skills, along with strong verbal and written communication abilities.
- Capable of translating complex technical issues into understandable terms for a non-technical audience.
- A curious, analytical mind with robust problem-solving skills, capable of analyzing data, identifying trends, and making data-driven decisions.
- Experience in selling, designing, or deploying SaaS solutions is an advantage.
- Strong project management skills, including the ability to manage multiple projects simultaneously, meet deadlines, and handle stakeholders effectively.
- Ability to work effectively in a team and coordinate with multiple departments, including Engineering, Sales, and Product Management.
- Experience in working with global teams and understanding cultural nuances is essential.
- Familiarity with legal regulations and security guidelines related to data protection and financial transactions.
- Proficiency in customer relationship management (CRM) software, data analytics tools, and other software commonly used in technical account management.
Responsibilities
- 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.
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