Senior Technical Account Manager

About the role

You will own the end-to-end technical relationship with Ledger's most strategic enterprise clients in The Americas, acting as the primary link between their operational needs and our platform capabilities. You will translate complex technical requirements into actionable implementation plans while safeguarding the integrity of onboarding and deployment workflows. This position demands that you act as both a trusted technical consultant and a proactive advisor to high-value clients across digital asset infrastructure and financial services. You will drive long-term client satisfaction by ensuring that every engagement meets the highest standards of execution and service delivery. In this capacity, you will represent Ledger's ethos of empowerment and self-custody at the highest level of professional interaction. You will be responsible for maintaining continuity and alignment between client objectives and Ledger's evolving product suite.

Key facts

What you'll do

Coordinate the full client onboarding journey for key enterprise accounts, providing detailed technical guidance and documentation to ensure a seamless start to the partnership.

Serve as the central point of contact for all technical inquiries from strategic clients, resolving issues efficiently and maintaining clear communication channels.

Monitor operational data and usage patterns for key accounts to identify trends, optimize service delivery, and prevent potential disruptions before they escalate.

Guarantee the correct integration and rollout of new platform features and services, supplying precise technical documentation to internal stakeholders and external clients.

Oversee technical support operations and act as the escalation owner for critical service incidents, leading crisis resolution efforts alongside engineering and support teams.

Establish and track technical key performance indicators such as SLAs and service monitoring, compiling regular performance reports for internal leadership and client review.

Provide dedicated technical support to pre-sales initiatives, collaborating with sales professionals to define requirements and design solutions that match client needs.

Champion continuous improvement of internal processes related to incident management, problem resolution, and change implementation to enhance service reliability.

Collaborate closely with cross-functional departments including Business Development, Marketing, Product, and Research & Development to align technical execution with broader business goals.

Focus on retaining and expanding revenue from existing Ledger Vault customers by driving high levels of satisfaction, engagement, and successful platform adoption.

Coordinate effectively with Ledger teams located across Europe, Asia, and the United States to ensure a cohesive and consistent approach to global client service.

Prepare for periodic business travel, allocating approximately 20% of your time to on-site client meetings, industry events, and training sessions.

Requirements

Bring 4 to 7 years of professional experience in client-facing technical roles such as technical account management, QA management, service delivery management, or equivalent high-technology positions.

Demonstrate a strong understanding of blockchain technology and the broader cryptocurrency ecosystem, including how these technologies integrate into financial infrastructure.

Possess the ability to conduct complex troubleshooting and deliver first-level analysis, determining root causes before escalating to the appropriate engineering teams.

Hold a Bachelor's degree in Computer Science, Information Systems, or a closely related technical field that provides a foundational understanding of distributed systems.

Show a proven track record of working in financial services or technology environments where strict compliance, security, and operational reliability are mandatory.

Exhibit excellent written and verbal communication skills, enabling you to convey technical concepts clearly to both technical and non-technical stakeholders.

Display strong analytical and problem-solving capabilities, with comfort using data and operational metrics to guide decisions and validate outcomes.

Commit to upholding Ledger's standards for security, privacy, and self-custody while helping clients navigate the evolving digital asset landscape.

Nice to have

Experience within the cryptocurrency or digital asset sector, where familiarity with exchanges, custodians, and institutional investors provides context for discussions.

Background working with regulated financial institutions and understanding of the compliance considerations that affect their technology deployments.

Familiarity with distributed Ledger technology architectures and the operational nuances of crypto custody solutions.

Practical notes

Business Travel: Approximately 20% of your time will be dedicated to travel for client meetings and industry events.

Visa: Candidates must be authorized to work in the United States without sponsorship for the position location in New York.

Hours: This is a full-time role aligned with standard business hours, with flexibility to support clients across time zones as needed.