Organization Description
The Professional Services team is dedicated to accelerating time to value for our Pendo users. We are a team of innovative, customer-focused professionals committed to delivering exceptional outcomes while sharing industry best practices. Our mission is to not only meet but exceed our customers' expectations in every engagement, driving significant business impact. As a Senior Consultant, you will play a pivotal role in achieving this mission by leveraging your technical expertise and customer-facing skills to drive transformational change from the beginning to the end of their implementation of Pendo. Pendo Consultants work on all products and partner with CSMs, TAMs ADs, and others to make the customer successful.
This role is ideal for a self-starter with a passion for delivering exceptional customer value through technology consulting, transformation, and change management. If you thrive in a dynamic environment and have a strong technical foundation, we invite you to join our team and help shape the future of our customer engagements.
Role Responsibilities
- Lead Customer Engagements:
- Take full ownership of customer engagements from initiation to completion, ensuring projects are delivered on time, within scope, and to the highest standards.
- Act as a trusted advisor, autonomously collaborating with customers to deeply understand their needs, business goals, and timelines, driving them toward successful outcomes.
- Drive Transformation & Change Management:
- Utilize your expertise in transformation and change management to guide customers through the adoption of new products or processes, ensuring smooth transitions and maximizing impact.
- Advocate for change and influence customer stakeholders to embrace and adopt new technologies and practices that align with their strategic goals.
- Technical Consulting & Solution Design:
- Deliver advanced technical solutions, including in-application tagging, guide creation, and foundational integration setup, ensuring seamless implementation and ongoing success.
- Provide technical expertise in areas such as setup, authentication, analytics, and more, translating complex concepts into actionable business solutions for customers.
- Customer Advocacy & Relationship Building:
- Foster strong relationships across various customer personas and segments, particularly within large Enterprise accounts, to ensure ongoing satisfaction and long-term success.
- Advocate for customer needs internally, influencing product development and business strategies to align with customer feedback and industry trends.
- Mentorship & Team Leadership:
- Lead and mentor junior consultants, sharing knowledge and expertise to elevate the team's overall capabilities.
- Drive operational efficiency within the Professional Services team by creating reusable assets, frameworks, and contributing to the evolution of delivery methodologies.
Minimum Qualifications
- Technology Consulting Expertise: 5+ years in a customer-facing technical role, ideally within a SaaS B2B environment, with a proven ability to deliver compelling presentations and drive customer success.
- Transformation & Change Management: Demonstrated experience in leading transformation initiatives and managing change within customer organizations, with a strong ability to influence and drive adoption of new technologies or processes.
- Technical Acumen: Strong proficiency in CSS, HTML, or similar web technologies, with the ability to design and implement technical solutions, including in-app tagging, setup, and analytics.
Preferred Qualifications
- Bachelor’s degree preferred.
- Proven track record of working with large Enterprise customers, advocating for their needs, and driving successful outcomes.
- Experience in digital transformation initiatives is a plus.
- Highly effective communication and presentation skills, with the ability to engage confidently at all organizational levels, both internally and externally.
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