6 hours ago
London, United KingdomSenior
Responsibilities
- Partner with Account Directors on pre-sales activities, including requirements gathering, tailored demos, technical evaluations, installation guidance, and hands-on workshops.
- Own technical strategy and customer outcomes for strategic and complex enterprise accounts across acquisition, implementation, adoption, expansion, and escalation.
- Lead onboarding, integrations, complex deployments, implementation playbooks, training, and value realization for strategic customers.
- Diagnose adoption and account-health issues, connect technical execution to business outcomes, and identify expansion opportunities.
- Resolve ambiguous technical escalations and complex customer challenges, involving Product or Engineering when necessary.
- Create reusable frameworks, playbooks, repeatable fixes, and workflow improvements for the Customer Engineering team.
- Mentor and coach more junior technical team members and share practical findings on AI-enabled workflows.
Requirements
- 5 to 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.
- Deep 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.
- Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
- Experience connecting technical execution to retention, expansion, ROI, and value realization.
- Hands-on use of AI tools for account research, content creation, or workflow automation integrated into daily work.
- Experience mentoring or coaching junior technical team members.
- Preferred experience with Pendo, digital adoption platforms, product analytics, or in-app experience tooling.
- 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 creating reusable frameworks, playbooks, or processes adopted by a broader team.
Benefits
- Hybrid work arrangement with three in-office 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.