Manager, Professional Services

Job Description

Pendo is seeking a Manager of Professional Services to lead its Consultants and Engagement Managers. This role involves managing and growing a team focused on delivering professional services engagements to enterprise clients. The ideal candidate will possess excellent communication skills and a strong track record of leading a Professional Services team.

Role Responsibilities:

• Lead and Mentor: Inspire and guide a team of Consultants and Engagement Managers, fostering a culture of growth and development.
• Resolve Escalations: Act as a point of contact for customer issues, collaborating across teams to eliminate obstacles and ensure successful outcomes.
• Drive Customer Value: Spearhead the development and implementation of strategies, tools, and methodologies that deliver exceptional value to enterprise clients.
• Ensure Customer Success: Oversee engagement delivery to achieve positive client outcomes and satisfaction.
• Support Sales: Contribute to the sales cycle for services, including presentations and proposal/SOW development.
• Manage Professional Services: Oversee project forecasting, financials, staffing, partnerships, and process optimization.
• Build Client Relationships: Establish and nurture strong relationships with key client stakeholders, including executive-level contacts.
• Collaborate Cross-Functionally: Partner with Sales, Customer Success, and Product teams to drive growth and customer success.

Minimum Qualifications:

• 7+ years experience in an enterprise software company, consulting organization, or systems integrator (high-growth SaaS a plus).
• 2+ years of people management experience, with a passion for mentoring and developing team members.
• Experience in consulting, project management, or client engagement success.
• Strong internal collaboration and project management skills (planning, resourcing, scope, schedule, status, documentation).
• Ability to measure, articulate, and improve key performance indicators of a Professional Services and Customer Experience business.
• Data-driven and hypothesis-oriented approach to problem-solving.
• Excellent verbal, written, and video communication skills, including executive-level presentations.
• Experience with scoping/drafting SOWs and value-based service delivery that demonstrates ROI.

Preferred Qualifications:

• Experience in Product Management
• Experience with Agile Methodology
• Experience within a pre-IPO stage startup environment with the ability to execute at a fast pace
• Experience leading technical teams and can communicate technical differentiators and scope large complex engagements
• Bachelors degree or equivalent work experience