Pindrop
Pindrop
Pindrop dezvoltă tehnologii de autentificare vocală și detectare a fraudelor pentru organizațiile care au nevoie să securizeze interacțiunile cu clienții. Platforma sa combină biometria vocală, detectarea prezenței reale, analiza comportamentală și inteligența artificială bazată pe semnale audio pentru a ajuta la identificarea deepfake-urilor, a falsificării identității și a altor amenințări în centrele de apeluri și pe dispozitivele inteligente. Pindrop deservește sectoare precum asigurările, finanțele, serviciile bancare, sănătatea și comerțul cu amănuntul, oferind integrări precum Five9, care sprijină autentificarea multifactorială și experiențe mai fluide pentru clienți. Activitatea companiei se concentrează pe protejarea informațiilor sensibile, ajutând în același timp companiile să detecteze fraudele și să consolideze încrederea în comunicațiile vocale.

Remote Customer Success Manager, Pindrop

Manage commercial and mid-market customer accounts for Pindrop’s cybersecurity platform. Increase adoption and customer value while monitoring account health and coordinating renewals.

Descriere

  • Oversee a portfolio of commercial and mid-market accounts, using account history and customer lifecycle stages to guide outreach
  • Build lasting customer relationships and act as their primary contact
  • Create and update success plans aligned with customer goals
  • Run adoption check-ins and uncover product features customers are not fully using
  • Show how Pindrop’s products contribute to customers’ business outcomes
  • Coordinate renewals with sales partners and keep forecasts current in Gainsight
  • Identify accounts at risk and organize response plans with Support or Product
  • Work with Account Executives, Support, and Product on customer initiatives
  • Summarize customer feedback for internal teams
  • Maintain account plans and monitor progress through Gainsight health scores
  • Help customers use new features and learn fraud prevention and authentication practices
  • Share product updates, support beta programs, arrange case studies and references, and gather product feedback
  • Set an engagement schedule that addresses issues and encourages adoption
  • Conduct annual customer satisfaction surveys and share the findings
  • Track contractual commitments and monthly subscription license usage
  • Use Gainsight, analytics, and reporting tools to monitor customer health and engagement

Cerințe

  • Communicate clearly with stakeholders at different levels of customer organizations
  • Experience with Gainsight or a comparable customer success platform, Salesforce, and Google Workspace
  • Understanding of call center, CCaaS, or contact center infrastructure is preferred
  • Experience in fraud, authentication, security, or a related technology field is a plus
  • Able to travel up to 25%
  • Strong communication and presentation skills, including with management audiences
  • Analyze data to identify trends and recommend ways to improve performance
  • Have 3–5+ years of relevant experience, including at least two years in customer success or account management in a SaaS or technology environment
  • Experience managing commercial or mid-market accounts and building trusted customer relationships
  • Able to develop success plans around customer goals and explain value in business terms
  • Understand the renewal process and have experience identifying account risk

Beneficii

  • Commission payments provide additional compensation
  • Remote-based role

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