Pendo Administrator

PlayOn is seeking a Pendo Administrator to own and optimize our Pendo instance to better understand and improve our customers’ experiences with the PlayOn family of products.   
The ideal candidate will possess a strong background in Pendo administration, with meaningful experience successfully managing Pendo implementations, configurations, and optimizations.  As a Pendo evangelist within PlayOn, you will collaborate across the organization to ensure that both the platform and our customer-facing team members are leveraged to their full potential, driving customer adoption, product awareness, increased lifetime value. 
The outcomes you’ll deliver *Increased upsell opportunities through optimized Pendo configurations and usage.**Enhanced cross-sell potential supported by comprehensive Pendo analytics and reporting.*Improved onboarding experience for users, leading to higher engagement and product adoption. In this Role, You Can Expect To

• Manage and optimizePlayOn’s Pendo instance, including onboarding flows, guides, in-app messaging, and feedback tools to enhance the user experience.
• Build and maintain a catalog of onboarding experiences, conduct regular audits, A/B testing, and track key onboarding & activation KPIs.
• Optimize tooltips, modals, and walkthroughs to prevent user drop-off and improve feature adoption rates.
• Collaborate with product marketing, customer success, and CX leadership, ensuring customer needs inform the onboarding process and aligning go-to-market strategies.
• Support content teams with marketing campaigns for new features, competitive research, and battle card creation.
• Iterate on in-app messaging based on performance data and customer insights, and create a system for Pendo governance.
• Create user flows within Pendo to drive cross-sell, upsell, and onboarding, and maintain the calendar of Pendo communication.

To Thrive in this Role, You Have

• 3+ years of professional experience in Pendo administration within a growth stage, B2B organization.
• Strong technical skills in configuring and managing Pendo features.
• Excellent analytical abilities, with a knack for translating data into actionable insights.
• Exceptional communication skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.
• A proactive, solution-oriented mindset, thriving in a fast-paced, dynamic environment.
• The passion for creative problem solving and process optimization.

How You Play

• **Ownership over Participation-**You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.

• **Team over Stars-**You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.

• **Growth over Comfort-**You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.

• **Fairness over Popularity-**You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.