Ledger

• 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. Use this data 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. Provide the necessary technical guidance and documentation to both internal teams and clients. • Oversee Technical Support activities and serve as the point of escalation for client service matters. Lead crisis units during major incidents, coordinating between the customer and various technical teams for effective resolution. • Establish and review technical KPIs related to platform performance, such as SLAs and service monitoring. Generate regular reports for internal stakeholders and clients to ensure contract compliance. • Provide technical support to pre-sales activities, working closely with the sales team to identify client needs and tailor solutions accordingly. • 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. • Given the global nature of the role, coordinate effectively with Ledger teams based in Europe, Asia, and the U.S. to ensure a unified approach to client service. • Be prepared for business travel, constituting approximately 20% of your time, to meet with clients and attend relevant events or training.