Pindrop is hiring an

Engagement Manager

Dover, United States

The Job

The Engagement Manager/Director will be focused on client relationships and managing client expectations. You will work with your accounts proactively to drive adoption, as well as act as the voice of your customers internally at Pindrop. Energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Pindrop. This role will be responsible for setting up engagement processes, CSAT surveys as well as dashboards for status reporting. You will manage numerous customers at different stages of the customer lifecycle with ease. You enjoy understanding a product in depth and then communicating that product to the users. If you love working with customers and have thrived in a role like this before, then we want to talk to you. 

What You'll Do

  • Enhance key customer relationships and work in the Customer Success team to drive opportunities for expansion and renewals within existing customers
  • Understand and assess customer’s business objectives and promote Pindrop's value and return-on-investment 
  • Oversee customer growth, training and development of best practices to continually drive Pindrop's business value and return on the customer's investment.
  • Maintain high levels of customer satisfaction and nurture client health, which will lead to customer loyalty, advocacy and referenceability
  • Understand customers use cases and identify areas for up-sell/cross-sell
  • Ensure a timely and smooth license renewal
  • Responsible for development of long-term account success and growth
  • Work with Strategy and planning to transform knowledge of client business objectives, internal and competitive opportunities, and customer insights into actionable marketing communications strategies and tactics
  • Ability to clearly communicate across all levels in an organization
  • Ability to identify and explain all project aspects of the end-to-end Pindrop solutions to customers as needed
  • Excellent communication and presentation skills
  • Develop and execute account planning and review processes to achieve strategic goals by driving greater return-on-investment and identifying enhanced up-sell opportunities

Who You Are

  • 7 years of experience with at least 5 years in a senior Engagement management role
  • Ability to manage, generate revenue, increase billable utilizations, reduce and control expenses and sustain high productivity
  • Proven ability to deliver on premise enterprise software and systems to enterprise customers
  • Experience with client management and account management of multiple accounts and ensuring clients have a high CSAT
  • Experience with reporting risks, project status and customer health to executive management
  • High-level understanding of call center/data center components and PBX systems is preferred
  • Someone who has worked in security industry would be desired
  • Technical knowledge of IT infrastructure and processes and in agile and waterfall
  • Experience with Microsoft Project or Omni Plan
  • Experience with Visio or Omni Graffle
  • Willing to travel up to 25%


Perks at Pindrop

We hire good people, and take care of them. Whether it’s your favorite coconut water in the fridge or an office-wide chili cook off, Pindrop believes in fostering an environment where employees don’t just come to work hard, but play hard. We host regular game nights, team challenges, and offsite events (not to mention the endless snacks and catered meals) to keep everyone involved in our company culture. None of these strike you? We appreciate new ideas any and everywhere. Let us know what interests you and we can incorporate it into our Tea Time twice a month. Grab a beer and discover something new.

Keep learning. Pindrop offers regular Lunch & Learns and Tech Talks that promote an environment for people to grow outside of their job title. Want to learn to code with minimal experience? Come to our Intro to Python Tech Talk. Interested in March Madness? See how data science can help you beat the bracket at our Data Science in the Real World Lunch & Learn. In addition to these events, we promote a continued education budget for each of our employees to grow and improve in tandem with the company.

Our employees are creative, excited, and above all a team. Pindrop is one of the fastest growing security startups in the country, but we make sure to hire only the best of the best. Better yet, every employee is passionate about the company and our mission. (Can you blame us?) When you put that passion in a collaborative setting it unites everyone as a team.

Fighting criminals is in the job description. No matter which facet of Pindrop you want to work for, we are all working towards the same goal-- making sure the bad guys don’t win.


Our Bio

Founded in 2011  |  Raised $122 million

Venture backed by Andreessen Horowitz, Google Capital, IVP, Citi Ventures, Felicis Ventures, & GV

Pindrop is the pioneer in voice fraud prevention and authentication. We provide enterprise solutions to reduce fraud losses and authentication expense for some of the largest call centers in the world. Pindrop’s patented Phoneprinting™ technology can identify, locate and authenticate phone devices uniquely just from the call audio thereby detecting fraudulent calls as well as verifying legitimate callers. We have been selected by the world’s largest banks, insurers, brokerages and retailers, detecting over 80% of fraud even for attackers never seen before. Pindrop’s solutions are allowing customers to reduce call time and improve their customers’ experience even while reducing fraud losses.


Check out this video to get more of an idea of what we do
and all the good karma you’ll rack up working for us.

Pindrop is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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