7 hours ago
London, United KingdomSenior
Responsibilities
- Partner with Account Directors on pre-sales, product expansion, growth, requirements gathering, tailored demos, technical evaluations, installation guidance, and hands-on workshops.
- Own technical strategy and customer outcomes for strategic enterprise accounts across acquisition, implementation, adoption, expansion, retention, and escalation.
- Lead complex implementations, integrations, onboarding, training, deployment guidance, and customer-specific value-realization playbooks.
- Diagnose adoption barriers and ambiguous technical challenges, resolve escalations, and connect technical execution to retention, expansion, ROI, and business value.
- Build reusable frameworks, playbooks, documentation, repeatable fixes, and workflow improvements for the broader Customer Engineering team.
- Coach and mentor junior technical team members and independently lead complex interactions with executive customer stakeholders.
- Use AI tools for account research, content creation, pattern discovery, and workflow automation.
Requirements
- 5–8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
- Hands-on experience with HTML, CSS, JavaScript, and REST APIs, including architecting and troubleshooting complex front-end implementations.
- Experience managing strategic enterprise accounts with executive stakeholders, competing priorities, and complex technical or business requirements.
- Ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
- Experience connecting technical execution to retention, expansion, ROI, and value realization.
- Demonstrated hands-on integration of AI tools into day-to-day account research, content creation, or workflow automation.
- Experience mentoring or coaching junior technical team members.
- Preferred experience with Pendo, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.
- Preferred hands-on mobile app development experience with Swift, Android, or React Native.
- Preferred familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.
- Preferred track record of building reusable frameworks, playbooks, or processes adopted by a broader team.
Benefits
- Hybrid work arrangement with three days per week in the London, UK office.
- Comprehensive medical, dental, and life coverage.
- Pension match, equity, and lifestyle perks.
Tech Stack
Categories
Solutions Engineering
About Pendo
Pendo builds a product experience platform that combines product analytics, in‑app guides and messaging, surveys, and feedback to help software companies onboard users and drive adoption. It sells subscriptions to product, growth, and customer-success teams, with options for employee software enablement and AI-assisted support workflows. Founded in 2013 and headquartered in Raleigh, North Carolina, Pendo is privately held and operates globally, including stewardship of the Mind the Product community acquired in 2022.