Sr XM Consultant - Pendo

The Professional Services team is dedicated to accelerating time to value for our Pendo users. We are a group of innovative, customer-focused professionals committed to delivering exceptional outcomes while sharing industry best practices. Our mission is to exceed customer expectations in every engagement, driving significant business impact.

As a Professional Services Sr. Consultant, you will play a pivotal role in achieving this mission by leveraging your deep technical expertise and customer-facing skills to drive transformational change. You will support not only customer onboarding but also technical integrations, migrations, and custom solutions using your strong technical background. Senior Consultants work on all Pendo products, collaborating with CSMs, TAMs, ADs, and other teams to ensure customer success through seamless implementation and advanced technical services.

Key Responsibilities

• 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, collaborating with customers to understand their needs, business goals, and timelines, driving them toward successful outcomes.
  
• Utilize expertise in transformation and change management to guide customers through adopting new products, processes, and technical solutions, ensuring smooth transitions and maximizing impact.
  
• Influence customer stakeholders to embrace and adopt new technologies and practices that align with their strategic objectives.
  
• Deliver advanced technical solutions, including in-application tagging, guide creation, and foundational integration setup, ensuring seamless implementation and ongoing customer success.
  
• Support technical integrations and migrations by applying your strong background in frontend development, application development, and scripting.
  
• Provide expertise in areas such as Java, JavaScript, Node.js, authentication, and analytics, translating complex technical concepts into actionable business solutions.
  
• Create scalable, custom solutions to meet customer-specific requirements while aligning with their long-term goals.
  
• Build 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.
  
• Contribute to operational efficiency within the Professional Services team by creating reusable assets, frameworks, and evolving delivery methodologies.

Requirements

Minimum Qualifications

• 7+ years in a customer-facing technical role, ideally within a SaaS B2B environment, with experience delivering customer value through integrations, consulting services, and migrations.
  
• Strong proficiency in Java, JavaScript, HTML, and CSS with the ability to design and implement technical solutions, including frontend development and in-app tagging.
  
• Application development experience, particularly with Node.js; experience with additional scripting languages like Python or Ruby is a plus.
  
• Proven ability to translate technical concepts into business solutions and deliver results through integrations.
  
• Demonstrated experience leading transformation initiatives and managing change within customer organizations, with the ability to influence and drive adoption of new technologies or processes.
  
• Ability to translate customer goals into structured work that delivers measurable value.
  
• Exceptional communication and presentation skills, with the ability to engage confidently at all organizational levels, both internally and externally.

Preferred Qualifications:

• Proficiency in frontend and backend development, including designing scalable, reusable frameworks.
  
• Familiarity with advanced analytics and customer success tools.
  
• Experience creating scalable, repeatable solutions that drive operational efficiency.