Senior Customer Engineer – Pre & Post Sales

🕒 2 days ago

🗽 New York, North Carolina – Remote

🗽 New York – Remote 🌲 North Carolina – Remote

💵 $135.4k - $169.2k / year

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Pendo.io

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

💰 $110M Secondary Market on 2021-11

SaaS • Enterprise • Artificial Intelligence

Pendo. io is an AI-powered product experience platform that helps companies improve software experiences for both customers and employees. It offers a suite of tools including product analytics, in-app guides, session replay, and user feedback to optimize digital adoption and drive user engagement. Pendo's platform is designed to enhance user experience, increase product-led growth, and streamline digital workplaces through personalized communications and insights. The platform is utilized by tech-savvy teams to efficiently onboard users and manage SaaS portfolios, all while providing strategic data insights for better decision-making.

📋 Description

• Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business • Identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops • Lead onboarding for strategic customers, including planning, implementation, integrations, and training • Build customer-specific implementation playbooks and guide complex deployments with executive visibility • Identify opportunities to expand adoption across underutilized features, products, and lines of business • Diagnose adoption problems, design paths forward, and connect technical work to measurable business outcomes • Resolve complex technical escalations and ambiguous problems, involving Product or Engineering when needed • Build playbooks, document repeatable fixes, coach peers, and improve Customer Engineering workflows • Use AI tools to accelerate content creation, surface patterns across accounts, and share workflow findings • Assess account health, risks, stakeholder relationships, and portfolio priorities • Lead complex customer interactions and drive measurable improvements in customer health, retention, expansion, and technical resolution • Contribute reusable frameworks, playbooks, or processes and advise Account Directors on account health and technical strategy

🎯 Requirements

• 5 to 8 years of experience in a customer-facing technical role such as Sales Engineering, 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-level 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 • Hands-on use of AI tools for account research, content creation, or workflow automation, integrated into day-to-day work • Experience mentoring or coaching more junior technical team members

🏖️ Benefits

• Employer-heavy United States benefits coverage • $0 premium options • Strong 401(k) match • Equity • Flexible time off

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