Senior Customer Engineer - Strategic Accounts Deployments

pendo; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid in-office 3 days per week in L

Job summary

Pendo in London is seeking a Senior Customer Engineer to own strategic Enterprise accounts, lead complex deployments, and drive value realization across acquisition, adoption, and expansion. You will partner with Account Directors to shape technical strategy, deliver tailored demos, and resolve challenging problems, elevating customer outcomes.

You will contribute to playbooks, workflows, and coaching across the Customer Engineering team while using AI tools to accelerate content and insights.

Qualifications

• 5 to 8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
• Deep hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs, with the ability to architect and troubleshoot complex front-end implementations.
• Proven experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.
• Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
• Experience connecting technical execution to business outcomes such as retention, expansion, ROI, and value realization.
• Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.
• Experience mentoring or coaching more junior technical team members.
• Nice-to-haves: Experience with the company, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.
• Nice-to-haves: Hands-on experience with mobile app development, including Swift, Android, or React Native.
• Nice-to-haves: Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.
• Nice-to-haves: Track record of building reusable frameworks, playbooks, or processes that were adopted by a broader team.

Responsibilities

• New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth across lines of business.
• You identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
• Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
• Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business.
• Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
• Team capability building: Build playbooks, document repeatable fixes, coach peers, and improve processes across the team.
• Early account impact: Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within portfolio.
• Technical escalation: Serve as an escalation point for complex technical challenges.

Skills

Customer relationships

Web technologies

Enterprise account management

Problem solving

Business outcomes

AI tools usage

Mentoring

Experience with AI-driven workflows

Mobile/React Native exposure

Data architecture / ML concepts

Reusable frameworks / playbooks

Tools

React Native

Swift

Android

REST APIs

Job description

Pendo in London is seeking a Senior Customer Engineer to own strategic Enterprise accounts, lead complex deployments, and drive value realization across acquisition, adoption, and expansion. You will partner with Account Directors to shape technical strategy, deliver tailored demos, and resolve challenging problems, elevating customer outcomes.

You will contribute to playbooks, workflows, and coaching across the Customer Engineering team while using AI tools to accelerate content and insights.