Professional Services Consultant

About the role

The Team + The Role Pendo’s Professional Services team is part of the broader Strategy & Transformation organization. The team helps customers transform how they operate, not just how they use Pendo, through onboarding, enablement, consulting, and advisory services. As a Professional Services Consultant, you will lead customer engagements that help organizations implement, adopt, and scale their use of Pendo. You will guide customers from onboarding through value realization, aligning Pendo to business goals, implementing high-value use cases, and establishing the foundations for long-term success. You will serve as a trusted advisor across implementation, enablement, custom consulting, and Center of Excellence engagements. This is a remote role based in the United States.

Responsibilities

• Customer onboarding and implementation: Lead onboarding engagements that accelerate customer time-to-value. Guide customers through installation readiness, use case discovery, implementation, enablement, and activation activities that help them achieve meaningful business outcomes with Pendo.
• Use case discovery: Partner with customers to understand their business goals, challenges, and success metrics. Help them identify and prioritize high-value use cases and develop implementation approaches that connect Pendo capabilities to desired outcomes.
• Product enablement and best practices: Enable customers on the full range of Pendo products and modules, including Analytics, Guides, NPS, Session Replay, Listen, Orchestrate, and Data Sync. Help customers understand not only how to use the platform, but how to use it effectively and sustainably.
• Custom services delivery: Lead custom consulting engagements that may include hands-on configuration, optimization, governance, product operations, and Center of Excellence development. Help customers solve current challenges while establishing scalable practices that support long-term adoption and value realization.
• Project ownership and delivery management: Manage multiple concurrent engagements while maintaining quality, customer satisfaction, and delivery timelines. Proactively communicate project status, identify risks, manage scope, and escalate issues when appropriate.
• Customer relationship management: Build trusted relationships across customer stakeholders, from day-to-day practitioners to executive sponsors. Act as a strategic advisor who helps customers navigate challenges, make informed decisions, and achieve their desired outcomes.
• Customer outcomes: Drive measurable business results tied to the goals established at the start of each engagement. Keep customers focused on meaningful progress toward value realization throughout delivery.
• Delivery excellence: Deliver projects on time, within scope, and with high customer satisfaction. Balance speed, quality, and customer confidence while helping customers move from onboarding to activation.
• Practice impact: Contribute beyond individual projects by improving playbooks, sharing expertise, mentoring teammates, and bringing customer insights back into the business. Strengthen both customer outcomes and the overall Professional Services practice.

Requirements

• 3+ years of experience in consulting, implementation, customer success, professional services, or a customer-facing SaaS role.
• Experience leading customer engagements, managing multiple projects simultaneously, and maintaining quality, customer satisfaction, scope, and delivery timelines.
• Strong communication, facilitation, and stakeholder management skills, with the ability to build trust across practitioners, leaders, and executive sponsors.
• Ability to translate customer goals, challenges, and success metrics into practical implementation approaches that drive measurable outcomes.
• Foundational to intermediate proficiency in CSS and HTML, with the ability to contribute to technical solutions such as in-app tagging, Pendo installation, and guide building.
• Proficiency in JavaScript, Python, or Node.js, with the ability to write production-quality backend code.
• Experience with REST APIs, webhooks, and event-driven architectures.
• Deep curiosity and strong problem-solving ability in ambiguous customer and delivery environments.
• Ability to travel up to 25%.

Qualifications

• Must have a Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field.
• Must have a valid driver's license and reliable transportation.
• Must be able to pass a background check.

Skills

• Experience with APIs, data pipelines, integration patterns, ETL processes, and data modeling.
• Experience with digital adoption, product analytics, customer experience, or product operations.
• Experience presenting to and influencing stakeholders across multiple organizational levels.

Benefits

• Highest level of benefits including $0 premium options, strong 401(k) match, equity, and flexible time off.

Pay

The expected salary range for this role to be performed in the United States is USD 112,800 - 135,000.

Schedule

Pendo is a hybrid culture. In-office 3 days per week unless designated remote.