Senior Technical Account Manager - DACH

Team Description

Pendo's Technical Account Managers serve as strategic partners who deliver proactive technical guidance to maximize customer value realization. These professionals bridge the gap between business objectives and Pendo platform capabilities, working closely with Pendo customers to optimize their investment.

Technical Account Managers function as trusted advisors, combining deep technical expertise with strategic business acumen to help customers achieve their goals through effective platform utilization. By aligning Pendo solutions with specific business outcomes, they accelerate time-to-value, drive return on investment, and identify opportunities for account expansion.

Through collaborative partnerships, Technical Account Managers ensure customers not only achieve immediate objectives but are positioned for long-term success with scalable solutions that support evolving business needs.

As a Pendo Senior TAM, you will partner cross-functionally with Customer Success Managers, Account Directors, and Product/Engineering teams, ensuring an outcome-driven customer experience. You will advise on the entire Pendo product suite, staying ahead of platform innovation to deliver guidance that evolves with each customer’s needs.

 

This is an opportunity to shape long-term success for your customers while being part of a dynamic, customer-focused team that thrives on curiosity, empathy, and impact.

Role Responsibilities of the Senior TAM 

Customer Engagement & Relationship Management

• Serve as a trusted technical advisor and strategic partner to a portfolio of Pendo’s key customers.
• Develop deep relationships with technical stakeholders and product leaders to ensure product adoption and satisfaction.
• Act as the primary technical point of contact throughout the customer lifecycle, from onboarding through expansion and renewal.

Product and Technical Guidance

• Provide best practice recommendations for implementing, integrating, and optimizing Pendo’s platform based on customer needs and goals.
• Guide customers through data instrumentation, tagging strategies, and event schema design to ensure actionable product insights.
• Troubleshoot technical issues and coordinate resolution with Pendo support, engineering, and product teams, as needed.

Success Planning & Strategy

• Collaborate with Customer Success Managers (CSMs) and Account Directors (ADs) to align technical outcomes with customer success plans and business objectives.
• Identify risks and proactively mitigate potential challenges to adoption, integration, or expansion.
• Deliver quarterly business and technical briefings to showcase value and drive alignment on strategic goals.
  
  

Feedback & Product Advocacy

• Advocate for customer feature requests and product improvements by channeling structured feedback to internal Product and Engineering teams.
• Influence roadmap priorities by highlighting key use cases, industry trends, and customer pain points.

Enablement & Thought Leadership

• Educate customers through training, consultation, and workshops on new product features, beta programs, and industry best practices.
• Develop reusable resources (e.g., solution guides, implementation templates) to accelerate customer onboarding and maturity.

Data & Insights

• Leverage usage analytics and customer telemetry to proactively identify engagement gaps and opportunities for expansion.
• Assist customers in setting up reporting and dashboards to measure success metrics and adoption trends.

 

Qualifications  & Ideal Experience 

• Ideally, 4+ years of experience in a customer-facing technical role such as Technical Account Manager, Implementation Consultant, Solutions Engineer, Customer Success Manager or similar, ideally within a SaaS B2B environment.
• Ideally, 2+ years of hands-on experience with technology implementation, technical consulting, or dedicated technical support, with a track record of guiding customers through complex onboarding and adoption processes.
• Proven ability to independently manage technical relationships with customers, including executive and developer stakeholders, and to create strategic plans that drive successful outcomes with new technologies.
• Strong technical troubleshooting capabilities, especially in areas such as:
• API diagnostics and debug