Technical Account Manager • Lead

Who you are

You have extensive experience in technical services and customer support, ideally within the financial technology sector. Your leadership skills are proven, as you have successfully managed distributed teams and fostered a collaborative environment. You understand the importance of customer satisfaction and have a track record of engaging with clients to address their needs effectively.

You possess strong communication skills, enabling you to articulate technical concepts to non-technical stakeholders. Your ability to work cross-functionally with product management and engineering teams is essential, as you will be the voice of the customer in prioritizing initiatives and enhancements. You are adept at troubleshooting and resolving complex issues, ensuring that customers receive first-class service.

What you'll do

As the Director of Technical Services at Ripple, you will lead a distributed team responsible for providing exceptional support to our financial institution and payment provider customers. You will engage directly with clients to understand their challenges and coordinate with internal teams to troubleshoot and resolve issues. Your role will involve defining production support arrangements to minimize service interruptions and enhance customer satisfaction.

You will manage two regional managers overseeing the Americas/Europe and APAC/Middle East, ensuring that your team is aligned and effectively addressing customer needs across different regions. Your leadership will be crucial in fostering a culture of collaboration and continuous improvement within the team.

You will also play a key role in engaging with various levels of the Ripple organization, from project management to engineering, to ensure that customer feedback is integrated into product development and company initiatives. Your insights will help shape the direction of Ripple's services and enhance the overall customer experience.

What we offer

At Ripple, you will be part of a mission-driven company that is transforming the global financial system. We offer a supportive work environment where you can grow your skills and advance your career. You will have the opportunity to make a significant impact on our customers and the broader financial landscape. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.