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Title: Manager, Business Operations - Customer Success
Date Posted: 2017-05-12
Location: Not mentioned
Our Manager of Business Operations will focus on driving the global business strategy for Pindrop's Customer Success organization. Together with the VP, continuously build the plans (roadmaps, business objectives, milestones etc.) that get us from daily execution to realizing the future portfolio of customer mix, satisfaction and company revenue. This role will focus on four key disciplines. 1) current execution of technology and business process. 2) compliance, measurement and course correction. 3) financial metrics, KPI's, board decks and any other special projects as needed. 4) Event planning, assist in setting up meetings, travel bookings and coordinating client onboarding as needed.

Who You Are

As important as the objective skills and experience listed below are the personal qualities needed to make Pindrop achieve its full potential. These personal skills include:

- Highly entrepreneurial with a high level of energy, dedication and an unrelenting drive to succeed and win. Exudes confidence and will roll-up his/her sleeves to drive success.
- Able to get things done in a quick-paced, start-up environment.
- Be transparent & open around what doesn't work and what does.
- Strong leadership & communication is a MUST.
- High degree of integrity and trustworthiness.
- Strong sense of personal ownership and responsibility in accomplishing the organization's goals.

What you do

The below is a summarization of the key areas of focus. As Pindrop is still an evolving, growing company, the requirements may morph. We are looking for someone who is ready to take on a big challenge and come in and make a difference.

Current execution of technology and business process

- Together with the VP and the CS leadership team, execute the daily operations of the Group.
- Continuously validate the product and technology against business and customer value. Is the customer understanding our message and are we solving customer problems?
- Establish scalable business ways of working with the rest of the company (product lifecycle, business systems, revenue models). Triage fire drills and incorporate learnings into the process.
- Together with HR, keep ahead of succession planning, skill set changes and evaluate turnover trends.

Compliance, measurement and course correction

- Establish metrics that evaluate "on time, on budget, on feature" performance throughout the product and business lifecycle.
- Define and measure customer objectives against goals and triggers for change.
- Establish and measure KPI's that appropriately weigh technology, business, and customer value.
- Managing organization goals, business metrics, KPIs.
- Operate staff and offsite meetings, internal business reviews, and board deck preparations.
- Analyze competitive and industry trends for sanity checking day to day activities.
- Establish action and follow through plans to make course corrections.

Operational connections between today and tomorrow

- Operate yearly strategy sessions to set/re-check the "north star".

Planning and Organizing

- Planning events as requested by the VP of CS
- Helping coordinate Monthly business reviews for the internal team
- Organizing agendas and meetings as requested.

Your Tool Belt

- 5 to 7 years in Business or Customer Success Operations.
- MBA or other training in the financial discipline desired.
- 10+ year's management experience.
- Transformational experience required. (On-prem to cloud and business).
- Cloud and XaaS experience required.
- Enjoys presenting and interacting with customers and the C-suite.

Perks at Pindrop

We hire good people, and take care of them. 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 snacks and catered meals) to keep everyone involved in our company culture. We appreciate new ideas any and everywhere.

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.

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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keywords: business operations manager, customer success manager


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Company: Pindrop
Contact person: Not mentioned
Contact information: hr@pindrop.com (APPLY VIA THE LINK ABOVE ONLY)