Principal Technical Account Manager

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $110k - $150k / year

⏰ Full Time

🔴 Lead

🧑‍🔧 Technical Account Manager

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Pindrop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Pindrop is a leader in voice authentication and fraud detection, offering innovative solutions to enhance the security of voice communications. The company uses advanced technologies such as liveness detection, behavioral analysis, and voice biometrics to combat threats like deepfakes and spoofing in various sectors including banking, finance, insurance, and retail. Pindrop integrates with platforms like Five9 to provide multifactor authentication, ensuring both the protection of sensitive information and a seamless user experience. With a focus on securing call centers and smart devices, Pindrop helps businesses prevent fraud and improve customer interactions by leveraging cutting-edge audio, voice, and AI technologies. Their solutions are trusted by some of the largest financial institutions and insurance companies around the world.

📋 Description

• Serve as the senior technical advisor for assigned strategic customers • Develop deep understanding of customer environments, architecture, priorities, adoption goals, and risks • Own the end-to-end technical relationship and drive customer initiatives, dependencies, risks, and action plans • Lead architecture reviews, technical health assessments, roadmap discussions, adoption initiatives, and technical enablement • Lead high-priority customer escalations, including critical P1/P2 incidents, through resolution • Drive root-cause analysis, postmortems, corrective actions, and long-term solutions • Identify technical risks, stalled dependencies, and adoption opportunities proactively • Translate complex technical situations for executives and technical stakeholders • Deliver executive technical briefings and QBRs connecting technical health and product usage to business outcomes • Partner with Sales and Account teams on retention, renewals, expansion, and long-term value realization • Represent the Voice of the Customer and influence Product and Engineering priorities • Create reusable technical documentation, playbooks, training, and best practices • Mentor and coach Technical Account Managers and Production Support Engineers • Provide occasional after-hours support during critical customer situations

🎯 Requirements

• 8+ years of experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, Customer Engineering, or a similar enterprise technical customer-facing role • Demonstrated experience owning large, strategic enterprise customer relationships • Deep experience with enterprise integrations, APIs, cloud and/or hybrid environments, and complex technical troubleshooting • Proven ability to lead cross-functional customer initiatives from planning through execution and closure • Experience leading high-priority technical escalations with strong judgment, responsiveness, and communication • Strong executive presence and outstanding written and verbal communication skills • Ability to communicate effectively with both executive stakeholders and technical teams • Proven ability to influence customers and internal stakeholders and drive outcomes without direct authority • Demonstrated ability to identify technical risks and opportunities proactively • Experience creating reusable technical documentation, processes, or enablement content • Demonstrated mentorship or coaching of technical peers • Willingness to provide occasional after-hours support during critical strategic customer situations • Nice to have: experience with authentication, fraud prevention, contact center technology, CCaaS, telephony, voice technology, or voice biometrics • Nice to have: experience supporting security-conscious or regulated enterprises such as financial services, healthcare, or government • Nice to have: familiarity with SaaS product adoption and Voice of Customer programs • Nice to have: AWS, Azure, networking, security, or related technical certifications • Nice to have: experience in a high-growth technology environment

🏖️ Benefits

• Competitive compensation and equity • Unlimited PTO • Health and welfare plans • Paid parental leave • Remote-work support • Professional development benefits • Competitive 401(k) match • Wellness resources