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Senior Technical Account Manager

Ledger

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IT, Sales & Business Development

Paris, France

Posted on Thursday, December 21, 2023

We're making the world of digital assets accessible and secure for everyone. Join the mission.

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries.

At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.

We're making the world of digital assets accessible and secure for everyone. Join the mission.

Ledger Enterprise

Location: Paris

Reporting to: Director of Service Delivery Management

Team: Global Operations Team

As a Regional Technical Account Manager for the EMEA, based in Paris, you will serve as a linchpin in Ledger Enterprise Solutions' global expansion efforts, particularly in the European market. 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. Your role goes beyond traditional Account Management; you will act as a technical consultant and a strategic partner to our clients, which include digital assets infrastructures like exchanges and custodians, as well as financial institutions and professional investors. You will leverage your deep technical expertise and sales acumen to foster long-term relationships and drive customer satisfaction.

In this position, you will spearhead Ledger's local development in Europe, promoting our innovative Ledger Enterprise Solution. Your technical skills will be crucial in helping clients secure their digital assets, while your sales ability will contribute to expanding Ledger's footprint in a rapidly growing market. You will collaborate with various internal teams, including Business Development, Marketing, Product, and Engineering, to ensure that Ledger's solutions are perfectly aligned with client needs. Your role will also involve a significant level of autonomy, as you will be coordinating with our teams based worldwide in Europe, Asia, and the U.S. This role is ideal for someone who possesses a unique blend of technical prowess, sales ability, and interpersonal skills. If you are analytical, well-organized, and have a natural interest in Blockchain technology, this role offers an exceptional opportunity to make a significant impact on Ledger's growth and success.

Your mission

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 focused, 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

What we're looking for

7-10 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
Fluent in English

What’s in it for you?

Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow.
Flexibility: A hybrid work policy.
Social: Annual company outing for Ledgerdary Days, plus frequent social events, snacks and drinks
Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
Well-being: Personal development, coaching & fitness with our dedicated partners.
Vacations: Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) days.
High tech: Access to high performance office equipment and gadgets, including Apple products.
Transport: Ledger reimburses part of your preferred means of transportation.
Discounts: Employee discount on all our products.