Senior Technical Account Manager, Pendo
$123-154k
Digital adoption and product experience solutions
Open for applications
Digital adoption and product experience solutions
501-1000 employees
Open for applications
$123-154k
501-1000 employees
Company mission
To elevate the world's experiences with software.
Role
Who you are
- 8-10 years of experience in technical account management or a similar role, preferably in a technology-driven or SaaS industry
- Strong understanding of software development, API integrations, and other technical concepts; Proficient in CSS, HTML, or similar web technologies
- Excellent communication and presentation skills for conveying complex technical information to nontechnical stakeholders and senior executives
- Experience working with product, engineering, and go-to-market teams (Sales and Customer Success)
- Proven ability to project manage and strategize complex customer relationships and demonstrate technical guidance to accomplish business outcomes
Desirable
- A Bachelors degree or equivalent work experience
- A strong understanding of SDKs, mobile frameworks, and mobile architecture
- Understanding of Digital Adoption software and in-app guidance
- Functional knowledge of Product Feedback software
- Technical writing experience
- Strong analytical skills and a data-driven mindset
- Proven ability to work in a fast-paced, dynamic environment
- Knowledge of software product trends, Product Ops, and PLG
What the job involves
- Pendo's Senior Technical Account Managers (Sr TAMs) are pivotal in driving customer success by providing advanced technical and strategic guidance to ensure customers maximize the value of Pendo’s platform
- Sr TAMs connect high-level business goals to the sophisticated solutions within Pendo, offering expertise and insights that drive impactful results
- Collaborating with enterprise, strategic, and at-risk customers, Sr
- TAMs are trusted advisors, guiding them to leverage Pendo to achieve their business objectives
- Manage a portfolio of Enterprise US-based customers, ensuring they receive exceptional value from Pendo’s solutions
- They work cross-functionally with CSMs, Account Directors, and other internal teams to ensure the successful execution of both current and future business outcomes, accelerating return on investment and expansion
- Offer advanced technical and strategic consultation on Pendo products to deliver superior customer outcomes
- Establish strong, influential relationships with senior customer stakeholders and internal teams
- Proactively identify opportunities to enhance the ROI for assigned customers through tailored solutions and strategic initiatives
- Demonstrate and articulate the value of Pendo’s platform, helping customers to leverage its capabilities fully
- Serve as a powerful internal advocate for customer needs, working closely with product and engineering teams to influence product direction and improvements
- Provide mentorship and leadership within the TAM team, sharing knowledge and best practices to elevate overall team performance
- Help craft solutions with hands on proof-of-concepts to help showcase art of the possible with the Pendo platform to drive adoption
- Travel occasionally to visit customers on-site
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 values
- Respect our lives outside of work: We bring our whole selves to work and celebrate what makes each other unique
- Be direct and transparent: As individuals we are timely, candid, and respectful in providing feedback—even when it’s hard to do so
- Maniacal focus on the customer: If there’s an opportunity to improve the customer experience, we do it
- Bias to act: We take initiative to get things done, collaborate, and go above and beyond the call of duty
- Show me the data: No matter what the decision, data should be the primary input for decision making
- Act like owners:We use good judgement in our actions and decisions, and implicitly have the trust from our colleagues to be able to do so
- Win together: We succeed together and challenge each other to grow. We collaborate and support one another as a team
Company HQ
Downtown, Raleigh, NC
Articles
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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