Senior Technical Account Manager, Pendo
$123.1-154.2k
Digital adoption and product experience solutions
Posted today
Digital adoption and product experience solutions
501-1000 employees
Posted today
$123.1-154.2k
501-1000 employees
Company mission
To elevate the world's experiences with software.
Role
Who you are
- 4+ years of experience in a customer-facing technical role such as Technical Account Manager, Implementation Consultant, Solutions Engineer, Customer Success Manager or similar, ideally within a SaaS B2B environment
- 2+ years of hands-on experience with technology implementation, technical consulting, or dedicated technical support, with a track record of guiding customers through complex onboarding and adoption processes
- Proven ability to independently manage technical relationships with customers, including executive and developer stakeholders, and to create strategic plans that drive successful outcomes with new technologies
- Strong technical troubleshooting capabilities, especially in areas such as:
- API diagnostics and debugging, including analyzing request/response patterns, headers, status codes, and payload structure
- Basic front-end web technologies, including solid working knowledge of HTML and CSS
- Experience using tools like Postman, browser developer tools, and/or network debuggers (e.g., Chrome DevTools)
- Ability to consult on JavaScript, browser-based applications, mobile platforms, AI or product-led growth tools such as analytics dashboards or in-app messaging platforms (e.g. Amplitude, WalkMe, Gainsight PX)
- Quick learner with the ability to adapt to evolving technologies and a demonstrated aptitude for becoming a product expert and trusted advisor
- Excellent communication and presentation skills, with the ability to translate technical concepts into business value for non-technical audiences
- Experience working cross-functionally with Sales, Customer Success, Product, Engineering, and Support teams in a fast-paced, customer-obsessed environment
What the job involves
- Pendo's Technical Account Managers serve as strategic partners who deliver proactive technical guidance to maximize customer value realization
- These professionals bridge the gap between business objectives and Pendo platform capabilities, working closely with Pendo customers to optimize their investment
- Technical Account Managers function as trusted advisors, combining deep technical expertise with strategic business acumen to help customers achieve their goals through effective platform utilization
- By aligning Pendo solutions with specific business outcomes, they accelerate time-to-value, drive return on investment, and identify opportunities for account expansion
- Through collaborative partnerships, Technical Account Managers ensure customers not only achieve immediate objectives but are positioned for long-term success with scalable solutions that support evolving business needs
- As a Pendo TAM, you will partner cross-functionally with Customer Success Managers, Account Directors, and Product/Engineering teams, ensuring an outcome-driven customer experience
- You will advise on the entire Pendo product suite, staying ahead of platform innovation to deliver guidance that evolves with each customer’s needs
- This is an opportunity to shape long-term success for your customers while being part of a dynamic, customer-focused team that thrives on curiosity, empathy, and impact
- Serve as a trusted technical advisor and strategic partner to a portfolio of Pendo’s key customers
- Develop deep relationships with technical stakeholders and product leaders to ensure product adoption and satisfaction
- Act as the primary technical point of contact throughout the customer lifecycle, from onboarding through expansion and renewal
- Provide best practice recommendations for implementing, integrating, and optimizing Pendo’s platform based on customer needs and goals
- Guide customers through data instrumentation, tagging strategies, and event schema design to ensure actionable product insights
- Troubleshoot technical issues and coordinate resolution with Pendo support, engineering, and product teams, as needed
- Collaborate with Customer Success Managers (CSMs) and Account Directors (ADs) to align technical outcomes with customer success plans and business objectives
- Identify risks and proactively mitigate potential challenges to adoption, integration, or expansion
- Deliver quarterly business and technical briefings to showcase value and drive alignment on strategic goals
- Advocate for customer feature requests and product improvements by channeling structured feedback to internal Product and Engineering teams
- Influence roadmap priorities by highlighting key use cases, industry trends, and customer pain points
- Educate customers through training, consultation, and workshops on new product features, beta programs, and industry best practices
- Develop reusable resources (e.g., solution guides, implementation templates) to accelerate customer onboarding and maturity
- Leverage usage analytics and customer telemetry to proactively identify engagement gaps and opportunities for expansion
- Assist customers in setting up reporting and dashboards to measure success metrics and adoption trends
Our take
Developing a new software application is a complex process, often fraught with challenges such as bugs and user dissatisfaction, Without a standardized system for feedback, developers may struggle to identify and address issues effectively, relying solely on dissatisfied emails from customers.
Pendo offers a digital platform designed to analyze user experiences, gather bug reports, and engage with consumers to ensure customer retention. With a suite of tools including product journey analytics, surveys, and user feedback, Pendo empowers developers to enhance software usability and resolve issues efficiently.
Amidst a competitive software landscape, Pendo has demonstrated significant growth in 2022, boasting a 40% increase in customers paying over $100,000 annually and securing 17 new Fortune 500 clients. Despite navigating global economic uncertainty with a renewed focus on fiscal efficiency, Pendo remains steadfast in its goal of achieving an IPO in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2021
$110m
GROWTH EQUITY VC
Jul 2021
$150m
SERIES F
Total funding: $468.3m
Company benefits
- Happier workdays: Add a little fun to your work day with Pendo board game night, team karaoke, ping pong, weekly catered lunch, or a local brew on our rooftop deck
- Health and wellness benefits: Generous health and wellness plans designed to meet the needs of you and your family, including medical, dental, vision, and mental health benefits
- Paid parental leave: Up to 16 weeks of paid parental leave, and a flexible schedule upon your return to help you make the most of those special moments
- Learning and development: In-house management development classes, guest speaker lunch and learns, and select conferences help keep talent sharp
- Flexible work hours and PTO: Enjoy the benefits of a flexible time off policy, flexible work hours, and paid parental leave
- Global offices: Work across the globe in the cities that we love: Raleigh, San Francisco, New York, Herzliya, Tokyo, Sydney, London, and Sheffield
Company HQ
Downtown, Raleigh, NC
Leadership
Todd Olson
(CEO)Todd studied at Carnegie Mellon before spending 7 years as an MBNA Developer and co-founding Cerebellum. After 5 years, they served as VP of Product Development at TogetherSoft and worked at Borland and 6th Sense Software. They left their role of 4 years at Rally Software Development to found Pendo.io in January 2014.
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