Manager, Technical Account Services

Job Description

Pendo is seeking a Manager of Technical Account Services to lead and mentor a team of Technical Account Managers (TAMs) in Raleigh, NC. The Manager will be responsible for ensuring successful client outcomes and satisfaction through effective engagement delivery, engaging with executive-level client stakeholders, and refining methods to maximize client value. This role involves collaboration with sales and customer success teams to enhance the customer experience and contribute to the growth of the TAM organization.

Responsibilities include:

• Leading, mentoring, and managing a team of Technical Account Managers.
• Ensuring successful client outcomes and satisfaction through effective engagement delivery.
• Engaging with executive-level client stakeholders to understand and address their needs.
• Refining methods to maximize client value and drive peak health within their Pendo experience.
• Collaborating closely with sales and customer success teams to enhance the customer experience.
• Monitoring and improving engagement levels and value delivery.
• Addressing and resolving risks, issues, and escalations.
• Assisting with scheduling and coordination of client engagements.
• Fostering an environment of employee engagement and delivery excellence.
• Contributing to the growth of the TAM organization through strategic projects.
• Partnering with Sales to promote TAM services to new and existing customers.

Requirements include:

• 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.
• Experience in identifying risks and opportunities within a client portfolio.
• Consulting or client-facing delivery experience.
• Ability to measure, articulate, and improve core performance indicators of a Consulting or Success business.

Pendo offers:

• Opportunity to lead and mentor a team of Technical Account Managers.
• Chance to shape the future of the Technical Account Management practice at Pendo.
• Collaboration with various departments at Pendo.