Sr. Manager, Professional Services

Team Description:

The Pendo Professional Services team is looking for a leader of our Consultants and Engagement Managers to help manage and grow a team of delivery of professional services engagements for our Commercial clients. Professional Services Consultants drive value for our clients through longer term engagements, designed to fuel value generation for customers beyond education and enablement of Pendo’s applications, while Engagement Managers ensure our customer’s engagements are moving through with ease.

The ideal candidate will have excellent communication skills and have a strong track record of leading a Professional Services team. They should have experience in these areas:  consulting, project management  and driving successful client engagements. Strong internal collaboration, emotional intelligence, and expectation-alignment ability are critical components of this role.

Role Responsibilities

• Lead and Mentor: Inspire and guide a team of Consultants and Engagement Managers, including partners, 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 Commercial 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 managing the Partner Ecosystem and leveraging their resources to support clients.
• 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
• Bachelors degree or equivalent work experience

Preferred Qualifications 

• 3+ years of people management experience
• 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
• Strong ability to operate autonomously and a bias towards action in the role

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 accommodatio