Manager, Technical Account Services

Team Description

At Pendo, our Technical Account Managers (TAMs) are pivotal in delivering proactive, strategic, and technical guidance to ensure our clients fully leverage the potential of the Pendo platform. TAMs bridge the gap between business objectives and Pendo solutions, collaborating closely with enterprise, strategic, and at-risk customers to serve as both strategic advisors and technical experts. Through partnership with TAMs, clients achieve current and future business goals, driving ROI and expansion. TAMs work across all Pendo products, collaborating with Customer Success Managers (CSMs), Account Directors (ADs), and other stakeholders to ensure customer success.

We are seeking an individual to lead the evolution of our Technical Account Management practice, shaping the future of our organization. The ideal candidate possesses a passion for mentoring, coaching, and fostering team growth while delivering exceptional value to Pendo's clients. This role will involve extensive collaboration across all departments at Pendo.

Candidates with a background in consulting or customer success are preferred. While direct client delivery is not required, prior experience in Technical Account Management or Customer Success is highly beneficial for mentoring and developing team members. This role will oversee up to ten direct reports and will be responsible for driving client engagement and team performance.

Responsibilities:

• Lead, mentor, and manage a team of Technical Account Managers.
• Ensure successful client outcomes and satisfaction through effective engagement delivery.
• Engage with executive-level client stakeholders to understand and address their needs.
• Refine methods to maximize client value and drive peak health within their Pendo experience.
• Collaborate closely with sales and customer success teams to enhance the customer experience.
• Monitor and improve engagement levels and value delivery, providing feedback and recommendations for enhancement.
• Address and resolve risks, issues, and escalations that arise during client engagements.
• Assist with scheduling and coordination of client engagements.
• Foster an environment of employee engagement and delivery excellence.
• Contribute to the growth of the TAM organization through strategic projects.
• Partner with Sales to promote TAM services to new and existing customers.

 

Minimum Qualifications:

• 5+ years of experience in a fast-paced, high-growth modern software or SaaS company.
• Experience managing or coaching teams responsible for client management and effective time management.
• Experience in identifying risks and opportunities within a client portfolio.
• Consulting or client-facing delivery experience.
• Ability to measure, articulate, and improve core performance indicators of a Consulting or Success business.

Preferred Qualifications:

• Demonstrated passion for mentoring, coaching, and developing team capabilities.
• Front-end web development experience is a plus.
• Strong analytical skills, with a data-driven and hypothesis-based approach.
• Excellent verbal, written, and presentation communication skills, including executive-level communication abilities.

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: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected base salary range for this role in the following location is:

Raleigh, NC - $107,000 - $133,000

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.