Sr. Professional Services Engagement Manager
| Company | Pendo |
|---|---|
| Location | Raleigh, NC, USA, New York, NY, USA |
| Salary | $107100 – $140400 |
| Type | Full-Time |
| Degrees | Bachelor’s, MBA |
| Experience Level | Senior |
Requirements
- 6–8 years of experience in Professional Services or Enterprise Implementation roles within a B2B SaaS company.
- Proven track record leading enterprise-scale software implementations across multiple stakeholders and departments.
- Expertise in project management methodologies and tools with an ability to manage multiple concurrent initiatives.
- Strong executive presence and communication skills with experience engaging VP- and C-level stakeholders.
- Deep understanding of SaaS delivery models, value realization, and enterprise customer dynamics.
- Experience working in a billable/utilization-driven environment with a focus on client satisfaction and delivery excellence.
Responsibilities
- Lead enterprise-level SaaS implementations from kickoff to completion, ensuring customer goals are clearly defined and aligned with implementation outcomes.
- Partner with customers’ executive sponsors, IT leaders, and business stakeholders to drive alignment, manage expectations, and ensure adoption and success.
- Collaborate with Pendo Consultants to co-deliver project workstreams, including solution design, configuration, enablement, and rollout planning.
- Own project governance, communications, and execution across multiple stakeholder groups and internal functions (Sales, Customer Success, Product, Support, and TAM).
- Serve as a trusted strategic advisor on how to best leverage Pendo to achieve user engagement, product adoption, and customer experience goals.
- Ensure successful handoffs to Customer Success and Support teams for post-implementation continuity.
- Contribute to the evolution of Professional Services delivery by developing reusable documentation, playbooks, and best practices that enhance team scalability and customer value.
- Track and report on key project milestones, deliverables, and KPIs to demonstrate progress and value realization.
Preferred Qualifications
- Bachelor’s degree in Business, Engineering, Computer Science, or a related field; MBA or other advanced degrees a plus.
- Relevant certifications such as PMP, CSM, Prosci, or Implementation Specialist.
- Familiarity with digital adoption, product analytics, UX, or product-led growth strategies.
- Proficiency with Asana, Monday.com, Trello, Jira, and other project management tools.
- Experience contributing to methodology development, internal enablement, or knowledge-sharing initiatives.