Principal Technical Account Manager

Pindrop

13d•$110,000 - $150,000•Remote

About The Position

As a Principal Technical Account Manager, you will serve as the senior technical advisor and trusted partner for a portfolio of Pindrop’s largest and most strategic customers. This is a Principal-level individual contributor role with broad ownership. You will lead the overall technical customer relationship, connecting architecture, product adoption, technical health, escalations, and long-term strategy to meaningful customer outcomes. You’ll operate with significant autonomy, coordinating across Customer Success, Support, Product, Engineering, and Sales while also helping raise the technical and customer leadership capabilities of the broader TAM and Support organization.

Requirements

8+ years of experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, Customer Engineering, or 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 Haves

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.

Responsibilities

Serve as the senior technical advisor for assigned strategic customers, developing a deep understanding of their environments, architecture, priorities, adoption goals, and risks.
Own the end-to-end technical relationship and proactively drive customer initiatives, dependencies, risks, and action plans to successful outcomes.
Lead architecture reviews, technical health assessments, roadmap discussions, adoption initiatives, and technical enablement.
Lead high-priority customer escalations, including critical P1/P2 incidents, coordinating Product, Engineering, Support, Customer Success, and other stakeholders through resolution.
Drive root-cause analysis, postmortems, corrective actions, and long-term solutions that reduce recurring issues.
Identify technical risks, stalled dependencies, and adoption opportunities before they become escalations.
Translate complex technical situations into clear, concise communication for executives and technical stakeholders.
Deliver executive technical briefings and QBRs that connect technical health and product usage to business outcomes.
Partner with Sales and Account teams to support retention, renewals, expansion, and long-term value realization.
Represent the Voice of the Customer internally and influence Product and Engineering priorities with clear technical and business context.
Create reusable technical documentation, playbooks, training, and best practices that scale across customers and internal teams.
Mentor and coach Technical Account Managers and Production Support Engineers, helping raise the bar for technical excellence and customer leadership.
Maintain strong responsiveness during critical customer situations, including occasional after-hours support when needed.