Technical Account Manager Leader (Sr.Mgr or Director)
Sales – Sales
Are you one of those rare technologists with the communications, consultative, and leadership skills necessary to help guide prospects and partners to disrupt their status quo when it comes to securing critical digital assets, such as cryptocurrencies?
The Technical Account Manager team is all about understanding clients’ needs and requests and helping them to secure the highest volume of critical digital assets, such as cryptocurrencies with our innovative solution Ledger Vault (https://www.ledger.com/vault/)
We are looking for a Lead Technical Account Manager who can engage in a leadership role and infuse the team with the highest standard of technical account management in software.
Founded in 2014, Ledger is a leader in security and infrastructure solutions for critical digital assets and blockchain applications. We have been growing at a fast pace over the past few years. Offices in Paris, Hong-Kong and New York, Ledger has a team of 200 professionals developing a variety of products and services to safeguard critical digital assets for individuals and companies - including the Ledger hardware wallets line already sold in 165 countries. More information at www.ledger.com.
Ledger Vault is a SaaS solution addressing the need to safeguard very large and diversified amounts of critical digital assets while mitigating both IT and physical assault threats.
It's an enterprise-grade solution based on “HSM” (Hardware Security Module) and hardware authenticators. It's a turnkey SaaS hardware / Software suite enabling multi-cryptocurrency, multi-signature, whitelisting, governance rules,...More information at https://www.ledger.com/vault/.
This is a “pre-sales” and “post-sales” role, with a solid technical background. You act as a technical advisor to organizations ranging from crypto exchanges and custodians to traditional financial companies, such as banks.
The TAMs are responsible for managing relationships with financial institutions and for providing technical support for Ledger Vault. The technical account managers are experts in the inner workings of Ledger Vault's technology – they have the ability to easily guide a technical integration and employ superlative communication and project management skills to launch and extend partnerships. They interact with all members of the operations team which includes Business Development, Marketing, Product and Research & Development. They are, for the most part, former software engineers that made the switch to a dynamic role that allows them to leverage their existing technical skills as well as to hone their client facing skills.
We are looking for someone who can confidently and credibly help lead the organization through a period of massive growth. Like all management positions here at Ledger, the Partner Technical Account Manager Leader is expected to be hands on and leading from the front. In this role, you will contribute to infuse the best practices within the Technical Account Manager’s team for a highly critical SaaS productbeing sold worldwide. This will include working with Leadership, Sales Directors, Product teams, Engineers, Customers and Partners.
You will act as a leader within the Sales teams and across the larger Ledger organization, constantly looking for ways to expand on our success. We will be looking to you to manage teams that can execute today and grow to meet our future needs. You will need to define and maintain a high bar for expectations and support the team in achieving it.
- Customer Onboarding
- Customer Success
- Product Advocacy
Establish yourself as a leader by building strong relationships across Ledger and engage resources among the different keyholder teams (sales, product management, infrastructure, Engineering),
Provide direction to lead a global high performing team, Manage staffing and development of a diverse and effective workforce,
Define compensation plans based on SMART goals
Work in close collaboration with Sales Team, support them in strategic opportunities, build and maintain technical trusted advisor relationships with influential technical stakeholders (CSO, CTO, CIO, …)
Deliver qualitative and technical content to customers and prospects to address their questions, Deliver technical presentation (architecture, product features, …)
Team up with the Sales team with product demos, Proof of Concept presentations (POC), RFP responses & business justification in a pre-sales capacity to ensure the Ledger Vault value proposition is clearly understood
Support Ledger in the onboarding and launch of new customers and new end-use cases, accelerating time to revenue
Guarantee the technical aspects of a customer’’s integration (both new and ongoing) by providing the necessary documentation and technical guidance.
Drive the highest standards in customer satisfaction (CSAT) and referability (NPS)
Accountable for retaining and growing the revenue for existing Ledger Vault customers
Ensure the highest level of Ledger Vault usage amongst client base,, by leveraging training tools, engaging periodic discussions, monitoring the usage on a periodic basis
Ensure the proper resolution of technical challenges by coordinating the Infrastructure and Engineering teams
Partner closely with product to offer an ever evolving feedback loop to deliver increasing value to our existing and future customers
Play an active role on the leadership team responsible for guiding the direction of the product
Actively engage and interact with the partner eco-system (consulting firms, technology partners, …) to extend the Ledger value proposition for customers
- 7-10 years’ experience in technical account management, customer success in a leadership capacity
- Strong interest in the cryptocurrency ecosystem and blockchain technology in general
- Experience selling, designing or deploying a SaaS solution
- Ability to troubleshoot and provide a first level analysis before escalation to the corresponding engineering team
- Proven hands-on experience/background in one or more of the following areas: web development, mobile development, backend development and others
- Familiar with translating users' needs into detailed technical specifications
- Bachelor's degree in Engineering, Computer Science, MIS or a comparable field is preferred
- Fluent French and English
- Typically 20-30% travel, with peaks of 40%