Professional Services Consultant

About the role

This position involves guiding customers to maximize their use of Pendo's platform, driving value beyond just software adoption. You will act as a key advisor, helping organizations reshape their operations and achieve significant business results.

Key facts

What you'll do

• Lead customer onboarding and implementation projects to ensure rapid time-to-value.
• Work with clients to understand their business objectives and identify high-impact use cases for Pendo.
• Educate customers on Pendo's product suite, including Analytics, Guides, NPS, Session Replay, Listen, Orchestrate, and Data Sync, promoting effective and sustainable usage.
• Manage custom consulting engagements, including configuration, optimization, and establishing best practices for product operations.
• Oversee multiple client projects concurrently, ensuring quality, client satisfaction, and adherence to delivery schedules.
• Cultivate strong relationships with customer stakeholders at all levels, from end-users to executive sponsors.
• Focus on achieving measurable business outcomes aligned with client goals throughout project delivery.
• Contribute to the improvement of professional services methodologies and share expertise within the team.

Requirements

• A minimum of 3 years of experience in consulting, implementation, customer success, professional services, or a client-facing SaaS role.
• Proven ability to manage multiple customer projects simultaneously, maintaining high standards for quality, client satisfaction, scope, and timelines.
• Excellent communication, facilitation, and stakeholder management abilities, with a track record of building trust with diverse groups.
• Capacity to translate client objectives, challenges, and success metrics into actionable implementation plans that yield tangible results.
• Solid understanding of CSS and HTML, sufficient for contributing to technical tasks like in-app tagging and guide creation.
• Proficiency in JavaScript, Python, or Node.js, with the capability to develop production-ready backend code.
• Familiarity with REST APIs, webhooks, and event-driven system designs.
• A strong aptitude for problem-solving in complex and undefined customer and project scenarios.
• Willingness to travel up to 25% of the time.

Nice to have

• Experience with API integrations, data pipelines, ETL processes, and data modeling.
• Proficiency in SQL and data modeling.
• Background in digital adoption, product analytics, customer experience, or product operations.
• Experience presenting to and influencing stakeholders across various organizational levels.

Skills & tools

• Pendo Analytics
• Pendo Guides
• Pendo NPS
• Pendo Session Replay
• Pendo Listen
• Pendo Orchestrate
• Pendo Data Sync
• CSS
• HTML
• JavaScript
• Python
• Node.js
• REST APIs
• Webhooks

Practical notes

• This is a remote position within the United States.
• Pendo offers comprehensive benefits, including health coverage with $0 premium options, a strong 401(k) match, equity, and flexible paid time off.
• Pendo is an equal opportunity employer committed to diversity and inclusion.
• Reasonable accommodations are available for applicants with disabilities during the recruitment process.