Technical Account & Customer Onboarding Manager

Professional Services Technical Account Manager (ANZ)

Role Overview: The Professional Services Technical Account Manager (TAM) plays a pivotal role in accelerating the time to value for Pendo users in the ANZ region. This hybrid role combines onboarding expertise with long-term account management to deliver exceptional customer outcomes. You will work closely with customers to ensure a smooth and successful implementation of Pendo, while also serving as a strategic partner for ongoing technical guidance and business optimization. By collaborating with CSMs, TAMs, ADs, and other internal teams, you will help customers achieve their business objectives and maximize their return on investment (ROI) with Pendo.

Key Responsibilities:

• Onboarding & Implementation:

  • Collaborate with Pendo customers to accelerate their onboarding process by understanding their purchases, unique business goals, and targeted timelines.
  • Ensure successful implementation of Pendo products by delivering high-quality projects on schedule, while identifying and addressing potential bottlenecks.
  • Share best practices on product usage analytics, in-app guidance, and effective use of Pendo’s platform.

• Account Ownership & Customer Success:

  • Own a book of business for customers in the ANZ region who have purchased TAM services, and ensure their success with the Pendo platform.
  • Develop and maintain strong customer relationships at various levels, from operational teams to executive leadership, including large Enterprise accounts.
  • Serve as the internal advocate for your customers, championing their needs and aligning them with Pendo’s solutions and product roadmap.
  • Continuously showcase the value of Pendo by consulting with customers to deliver business outcomes that impact their ROI.

• Strategic & Technical Consulting:

  • Provide proactive and strategic technical guidance to customers to help them leverage the full potential of Pendo's suite of products.
  • Partner with customers on both strategic and tactical levels to align Pendo’s capabilities with their business goals.
  • Stay current with all Pendo product releases and go-to-market strategies to ensure customers are up-to-date and maximizing value.

• Internal Collaboration & Advocacy:

  • Build and maintain strong internal relationships with cross-functional teams, including CSMs, ADs, and product teams, to drive customer success and mitigate potential risks.
  • Advocate for customer needs and ensure product feedback is communicated effectively to internal teams for future product development and improvements.

Minimum Qualifications:

• 5+ years of experience in technology implementation, technical consulting, or dedicated technical support.
• 4+ years in a customer-facing technical role, ideally with a SaaS B2B company.
• Demonstrated ability to independently manage customer relationships and develop strategies to drive success with new technologies.
• Proven ability to learn technical concepts and translate them into business solutions that deliver measurable outcomes.
• Experience working with Enterprise-level customers.
• Must be eligible to work in Australia without employer sponsorship

Preferred Qualifications:

• Basic knowledge of CSS, HTML, or similar web technologies.
• Experience in sales engineering or technical writing is a plus.
• Self-starter with a passion for solving challenging problems and driving customer success.
• 4-year degree preferred.

This hybrid role in the ANZ region is perfect for individuals who are passionate about both onboarding new customers and maintaining long-term, impactful relationships with existing ones. You will play a key role in helping customers realize their business objectives through expert guidance and support with Pendo.

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(s) for any part of the recruitment process, please send a request to: [email protected]. 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 salary range for this role to be performed in Australia is $112K - $150K.

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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