Technical Account Manager

The Customer Success team’s mission is to build, grow and deepen our customer relationships to ensure our customers are successful with Pendo. We are a team of individuals that are passionate about helping customers connect their goals and challenges with solutions in our platform. Our goal is to make every one of our customers a lifelong partner. As a Technical Account Manager, you will play a crucial role by providing proactive strategic and technical guidance.

Role Responsibilities 

• Collaborate with Enterprise, Strategic, and At Risk customers as a strategic and technical expert in leveraging Pendo to accomplish their business objectives
• Provide technical direction on all aspects of Pendo’s products to our customers
• Train customers on increasing product engagement using Pendo
• Work with enterprise customer success managers through the Pendo onboarding process (integration, training, installation)
• Engage the Services team to onboard and implement enterprise and strategic customers
• Represent the customer internally to push Pendo to better serve its customers across all teams (Product, Sales, Marketing)
• Demonstrate advanced Pendo features and troubleshoot delicate issues
• Partnering with Technical Success to ensure account issues/cases are resolved in a timely manner, utilizing resources from across Product, Sales, Engineering, & Finance
• Manage productized integrations with other systems such as Salesforce
• Assist with writing Knowledge Base articles and documenting customer solutions for repeatability
• Assist Sales with prospects to represent the Customer Success team included with the Pendo Platform and set expectations
• Identify Services upsell opportunities and engage the Services team to establish objectives and manage delivery schedule
• Leverage your learnings and innovations working with customers to lead team projects which improve the experience for all customers

Minimum Qualifications 

• 2+ years of technology implementation, management consulting or account management experience
• Enterprise or Large account management experience a plus
• Basic to advanced front end development experience (JavaScript, CSS, HTML)
• Experience managing customer relationships independently and building strategies to make customer successful with new technologies

Preferred Qualifications 

• 4 year college degree
• Self-starter who takes initiative
• Outstanding verbal and written presentation skills
• Strong ability to learn technical concepts and translate that to business solutions

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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