Senior Technical Account Manager

About the role

The Client Services team at Zero Hash acts as the customer’s trusted advisor and partner, building and growing an ongoing healthy relationship with each customer. Team members are responsible for scoping out new opportunities, onboarding new business, managing customer relationships and upsells, customer experience, facilitating daily operations, and performing cross-collaborative tasks across the company. The team is currently split into seven verticals: Sales Engineering, Technical Account Management, Platform Compliance & Operations, Relationship Management, Settlement and Trading Operations, Technical Solution Engineers, and Customer Experience.

Technical Account Management manages the post-sales technical engagement with the customer, leading all technical requirements and delivery of functionality for the initial phase, as well as maintaining the relationship with the platform for additional phases of their integration and expansion. The Technical Account Manager also works closely with the Relationship Management Team to roll out complex new use cases and new projects with existing customers. Successful candidates will be excited by the challenges of learning a highly technical product in an evolving regulatory environment, leading complex technical integrations, building relationships with customers, and driving real improvement in customer operations through our solutions.

This role reports to the VP, Global Head of Technical Account Management.

Responsibilities

• Work closely with customers to build and execute effective onboarding project plans for new integrations; monitor project timelines and ensure milestones are met.
• Act as the liaison between customers and Zero Hash during the integration process to investigate and prioritize issues, remove project blockers, elicit feedback, and present customers with new opportunities.
• Collaborate with Relationship Management to continue to focus on new opportunities to scale platforms, having an upsell mindset.
• Consult regularly with customers to fully understand their needs and solve their pain points, building rapport with key stakeholders at all levels (including C-level).
• Monitor customer health to stay ahead of challenges and continually expand product adoption.
• Build product expertise by engaging with the product, investigating technical concepts, and actively seeking deeper product understanding.
• Work closely with the Product team to advocate for new feature requests and ensure customer feedback is incorporated into product roadmap planning.

Requirements

• 5+ years of experience in B2B SaaS as a technical account manager / technical project management / technical program management / technological consulting, specifically within client integrations with a software solution.
• Professional experience at a SaaS fintech company (e.g. banking-as-a-service, brokerage-as-a-service, payment-as-a-service business).
• Strong project management skills with experience leading multiple complex projects involving large, multi-layer teams with internal and external stakeholders.
• Self-starter able to take on tasks with minimal oversight and guidance.
• Excellent communication (written and verbal) and presentation skills, both internally and externally.
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth.
• Ability to clearly articulate technical topics to a non-technical audience.
• Strategic thinker and ability to analyze client needs to drive additional value.
• Collaborate with the relationship management team by identifying and driving cross-selling opportunities.
• Becoming familiar with our offerings and staying apprised of the marketplace.
• Drive a seamless client experience by working cross-functionally with sales, product, compliance, legal, and client service teams.
• Manage customer relationships and escalations through a solution-oriented approach.
• Maintain customer satisfaction by engaging appropriate stakeholders, removing roadblocks and advocating internally to drive product initiatives.
• Hands-on technical troubleshooting experience via logs.
• Experience with tools like Grafana, Splunk, Kibana, Quicksight, etc.
• Hands-on experience with web APIs; you understand web architecture and how data passes between systems.
• Experience using Postman / Testfully / APIDog / Postcode / etc. to test and troubleshoot APIs.

Nice to have

• Hands-on experience with SQL, Javascript, Python, and/or Golang.
• Flow creation with tools like LucidChart, Miro, Microsoft Visio, etc.

About the company

Zero Hash is a trailblazing company that facilitates the storage of digital assets, on and off-chain settlement, and verifiable proof of assets for transactions. We’re backed by Point72 Ventures, Bain Capital, NYCA Partners, DriveWealth, Struck Capital, TradeStation, and tastyworks.

Our mission is to empower innovators by delivering access to the financial system 2.0. Zero Hash enables businesses to focus on building experiences and products. We empower companies to offer a suite of digital assets, provide the rails to the 2.0 payment processors, give platforms the ability to facilitate instantaneous cross-border payments, and eliminate complexity in moving assets for the world’s largest liquidity providers.

Benefits offered

We believe that the best way to succeed is by having a happy, motivated, and healthy team. We offer the following benefits:

• Healthcare Insurance: Zero Hash covers roughly 100% of employee premiums.
• Mental health and wellness program.
• Equity ownership.
• Vision Insurance.
• Dental Insurance.
• Maternity & Paternity leave.
• Visa sponsorship.
• 401k.

The Zero Hash Culture

All employees at Zero Hash are guided by the following characteristics and core principles:

• Independence - an ability to work alone. There is no micromanaging here. Join Zero Hash, pitch ideas and shape the work you do. You will be given responsibility from day one.
• Vision - an ability to see the broader picture. We are innovating quickly and challenging the status quo. Seeing where we fit in is critical in making it a reality.
• Positivity - a good attitude and respect for others. We’re teammates, not co-workers.
• Ambition - an ability and a passion for learning and getting things done. We will champion you, challenge you, and push you to achieve your best – and we expect the same in return.
• Empathy - an ability to understand the customer. We do not build products for industry, but with industry. Learn our markets and speak to our end-users.
• Adaptability - an ability to respond quickly. We are in a fast-paced industry and so we expect you to be creative when solving a new problem and comfortable under pressure.