Manager, Technical Account Services

Raleigh, North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Consulting, Customer SuccessIndustries

Requirements

Candidates should have 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, and experience in identifying risks and opportunities within a client portfolio. Consulting or client-facing delivery experience is preferred, along with the ability to measure, articulate, and improve core performance indicators of a Consulting or Success business.

Responsibilities

The Manager, Technical Account Services will lead, mentor, and manage a team of Technical Account Managers, ensuring successful client outcomes and satisfaction through effective engagement delivery. They will 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, and collaborate closely with sales and customer success teams to enhance the customer experience. This role will also monitor and improve engagement levels and value delivery, providing feedback and recommendations for enhancement, address and resolve risks, issues, and escalations, 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, and partner with Sales to promote TAM services to new and existing customers.

Skills

Client Management

Time Management

Risk Identification

Opportunity Identification

Performance Measurement

Stakeholder Engagement

Executive Communication

Strategic Projects

Sales Collaboration

Customer Success

Engagement Levels

Value Delivery

Issue Resolution

Escalation Management

Pendo

Enhances product experience and digital adoption

About Pendo

Pendo enhances digital products by providing solutions for product experience and digital adoption. Its platform integrates with clients' existing software, offering tools for in-app messaging, user analytics, and feedback collection. This allows businesses to understand user behavior and improve their products based on data-driven insights. Pendo primarily serves software companies, tech startups, and enterprises in the SaaS sector, charging subscription fees for access to its services. Unlike competitors, Pendo focuses specifically on user engagement and experience, helping clients guide users through new features and updates. The goal is to help businesses meet user expectations and achieve growth in a competitive market.

Raleigh, North CarolinaHeadquarters

2013Year Founded

$455.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Remote Work Options

Professional Development Budget

Risks

Increased competition from AI-driven platforms could threaten Pendo's market share.

Rapid AI innovation may outpace Pendo's integration capabilities, risking competitive edge loss.

Integration risks from Zelta AI acquisition could disrupt Pendo's operations if mismanaged.

Differentiation

Pendo integrates seamlessly with existing products, enhancing user engagement and feedback collection.

The platform offers in-app messaging, user analytics, and feedback tools for product improvement.

Pendo's AI-driven insights provide a comprehensive view of user behavior and product performance.

Upsides

Pendo's acquisition of Zelta AI enhances its AI capabilities for customer feedback analysis.

Partnership with Google Cloud's Vertex AI boosts product discovery and user personalization.

Pendo's $200 million ARR and customer growth highlight its strong market position.

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