We seek a dynamic and experienced Senior Director of Professional Services to join our Services team. This role will cover the Americas, the Enterprise segment of the business, and will be focused on delightful customer experience, scoping and delivering services to drive business outcomes, and accelerating the customer journey with Pendo. You will partner with cross-functional leaders in sales, solutions engineering, customer success, and other Services leaders.

The ideal candidate will have a proven track record in leading professional services teams within the SaaS industry and working with enterprise customers. This role will report directly to the Vice President, Professional Services (Global).

Role Responsibilities 

  • Leadership and Strategy: Lead the Professional Services team of consultants, project managers, and Managers to deliver exceptional customer experience.
  • Sales and Revenue management - responsible for booking and revenue goals for the theater/segment. 
  • Team management - drive productivity and utilization of the team to exceed company goals.
  • Profit and Loss (P&L) Management: Ensure services revenue and cost is driving profitability within the theater/segment.
  • Services Leadership - Act as a key stakeholder in driving process improvements and new service offerings to help Pendo customers get value.
  • Team Development and Growth: Recruit, mentor, and develop a high-performing team. Foster a culture of continuous improvement, evolution, and professional growth. Balance time effectively between our recurring services offerings, one-time services offerings, and transformational services offerings. 
  • Cross-Functional Collaboration: Work closely with Sales, Customer Success, and Product teams to align strategies and ensure cohesive growth and customer success. Create short-term programs to redeploy customers who need a value reset. 
  • Customer Relationship Management: Build and maintain strong relationships with key clients, understanding their needs and ensuring their success with Pendo's platform and offers.

Minimum Qualifications 

  • Bachelor’s degree in Business, Management, or a related field; Master’s degree preferred.
  • Minimum of 10 years of experience in professional services, with at least 5 years in a leadership role within a SaaS company.
  • Demonstrated experience in managing consulting teams and delivering services to Enterprise customers
  • Proven ability to lead and scale professional services teams in a high-growth environment.
  • Excellent communication, leadership, motivation, and strategic thinking skills.
  • Deep understanding of the SaaS industry and customer value dynamics.
  • Strong ability to work cross-functionally with all areas of the overall business.
  • Success record of growth and supporting multiple segments of services business

Preferred Qualifications 

  • Master’s degree preferred.
  • Worked within a pre-IPO stage startup environment with the ability to execute at a fast pace
  • Worked in leading technical teams and can communicate technical differentiators and scope large complex engagements.

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 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 USD salary range for this role to be performed in 

San Francisco is $204K - $254K; National is $178K - $220K; New York is $186K - $232K

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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#Hybrid

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