The Technical Account Management (TAM) team’s mission is to be trusted technical partners on our customer’s journey with Pendo, enabling and architecting their deployments in an effort to deliver value. We are a team of creative individuals that have a passion for delivering value for our customers, while sharing best practices along the way.
Our goal is to exceed our customers expectations in every engagement. Pendo Services and Support is a high-growth environment and we’re looking for an individual to help build the future of our Technical Account Management practice. The ideal individual for this role has a deep passion and desire to mentor, coach, and grow the capabilities of our team while also ensuring successful delivery of value to Pendo clients. This role will collaborate heavily with all areas of Pendo.
A background in consulting or customer success along with front-end development skills is ideal for this role. While direct client delivery is not an aspect of this role - experience and excellence in prior positions, specifically Technical Account Management, will have a strong benefit in the mentorship and capability evolution of direct reports. This role will manage up to ten direct team members and be responsible for all areas of client and direct team engagement.
Responsibilities (what you’ll do):
Inspire, mentor, and manage a team of Technical Account Managers
Ensure positive client outcomes and satisfaction through effective engagement delivery
Communicate and interact with executive-level client stakeholders
Optimize and refine methods for getting clients to peak-health through value delivery
Work closely with the sales and customer success teams to partner on the experiences our customers are receiving through the account team, which the TAM is a part of.
Carefully measure the level of engagement and value being delivered and report back on ways to improve as necessary.
Address risks, issues, and escalations that arise during delivery
Assist with scheduling and client engagements
Create an environment for employee engagement and delivery excellence
Qualifications (what you have):
A deep desire to mentor, coach, and grow the capabilities of direct reports
5+ years of experience in a fast-paced and high-growth modern software or SaaS company
Consulting or client-facing delivery experience
Ability to measure, articulate and improve upon the core performance indicators of a Consulting or Success business
Front-end web development experience
An ability to be data and hypothesis-driven
Effective verbal, written, and video-based communications
Executive-level presentation and communication skills
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.
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.
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@example.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.