Sr. Technical Account Manager

Team Description

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. 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.

Role Responsibilities 

• Manage a portfolio of Enterprise US-based customers, ensuring they receive exceptional value from Pendo’s solutions.
• 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.

Minimum Qualifications 

• 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.

Preferred Qualifications 

• 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.

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.

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:

San Francisco Bay Area, CA - $123,000 - $154,000

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.