Sr. Technical Account Manager

Team Description 

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.

Role Responsibilities 

• 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.

Minimum Qualifications 

• 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.

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 salary range for this role to be performed in San Francisco, CA is $123,100 - $154,200 

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.

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