The Engagement Manager (EM) is focused on client relationships and managing client expectations. EMs proactively drive product adoption, and act as the voice of the customer internally to Pindrop. Energetic and self-driven, EMs become a trusted partner to our customers so that they stay and grow with Pindrop. EMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology.
If you love working with Fortune 100 companies and have thrived in a role like this before, then we want to talk to you. This is a remote based role.
what you'll do
Responsible for the overall business relationship and long-term account growth
Develop key relationships to become a trusted partner and maintain "customers for life"
Responsible for renewals, and driving new opportunities with existing customers
Understand customer business objectives and promote Pindrop's value and ROI
Measure and maintain high levels of customer satisfaction and nurture client health
Understand customers use cases and identify areas for up-sell/cross-sell
Serve as the Primary Point of Contact for your customers for the life of the relationship
Host Quarterly Executive Calls focused on ROI and overall satisfaction with Pindrop
Host Monthly Sustaining Calls focused open items, performance and upgrades
Facilitate Annual on-site Business Reviews focused on overall performance and roadmap
Report internally and to the customer on results of annual Satisfaction Surveys
Manage Routine Upgrades to the Pindrop system
Assist in feature request process, turning customer requests into product enhancements
Develop and execute account planning and review processes to achieve strategic goals
who you are
7 years of experience with at least 5 years in a senior Engagement Management role
Proven ability to manage C-Level relationships with Fortune 100 customers
Ability to manage revenue, increase billable utilizations, reduce and control expenses
Experience with account management of multiple accounts and ensuring clients have a high CSAT
Ability to clearly communicate across all levels in an organization
Excellent communication and presentation skills
Experience with reporting customer health to executive management
Understanding of call center/data center infrastructure and component systems is preferred
Someone who has worked in security and/or fraud industry is a benefit
Experience with Microsoft Office and Mac O/S
Willing to travel up to 25%
what we offer
As a part of Pindrop, you'll have a direct impact on our growing list of products and thus the future of security in the voice driven economy. We hire great people and take care of them. Here's a snapshot of benefits we offer:
Paid Parental Leave
Paid time off
Pick your own Apple MacBook Pro
Retirement plan with 401k match
Continued education budget (certifications, conferences, etc.)
Best in class tools
Paid commuter options
Fun outings to celebrate our accomplishments as a team
All the good karma you can rack up for fighting bad guys (our conference rooms are named after the ones we've busted)
who we are
Pindrop is a company founded on research and continues to innovate new ideas to market. Our solutions are leading the way to the future of voice by establishing the standard for security, identity, and trust. Pindrop products secure the future of voice, making technology more human from the call center to IoT devices.
what we live by
Pindrop is driven by our DEPTH values. These are reflected in our goals and the base of our team's peer awards.
Act with Deliberate urgency.Create Evangelical customers.Passionate about the fight.Playing for the Team.Make Hard easy.
Pindrop is an Equal Opportunity Employer.
Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.