Principal Technical Account Manager

You combine deep technical expertise with strong customer leadership and commercial awareness. You’re equally comfortable in an executive conversation, an architecture discussion, or a high-pressure technical escalation.

You are proactive, accountable, calm under pressure, and able to influence across teams without direct authority. You communicate complex ideas clearly, follow through on commitments, and look for opportunities to improve not only the customer experience but the broader organization.

• 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.
• Experience with authentication, fraud prevention, contact center technology, CCaaS, telephony, voice technology, or voice biometrics.
• Experience supporting security-conscious or regulated enterprises such as financial services, healthcare, or government.
• Familiarity with SaaS product adoption and Voice of Customer programs.
• AWS, Azure, networking, security, or related technical certifications.
• Experience in a high-growth technology environment.
• you will become the trusted technical advisor for your assigned strategic customers and independently lead complex customer initiatives and escalations.
• You’ll establish clear technical ownership across your accounts
• proactively identify risks and opportunities
• and deliver executive communications that are concise
• and appropriate for the audience.
• You’ll also strengthen the broader TAM and Support organization through mentorship
• and improved technical and customer practices.
• This is one of the highest-impact individual contributor roles in Pindrop’s customer organization.
• You’ll work directly with some of our largest and most strategic customers
• becoming the technical advisor their executives and technical leaders rely on during both critical moments and long-term planning.
• The role combines deep technical problem solving
• and mentorship. You’ll also have the opportunity to help shape how Pindrop scales its TAM program and strategic customer experience.