Principle Customer Success Manager at PagerDuty

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Digital OperationsIndustries

Requirements

Basic Qualifications:
Experienced professional with 5-10 years relevant industry expertise
Experience building business value ROI models
Working knowledge in a SaaS business model
Strong knowledge of PagerDuty product and platform features and capabilities is highly desired
Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring
Ability to travel to client sites as necessary
Preferred Qualifications:
Strong consulting skills and proven results working as a trusted advisor to drive business value for customers
Thrive in a collaborative fast pace environment and as a part of a results oriented team
Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections
Worked in a DevOps environment or with a company going through a transition to DevOps

Responsibilities

Build and foster executive-level trusted advisor relationships with the customer’s IT, Engineering and Support organizations
Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities
Guide a customer on process, people and change management best practices to drive customers adoption of real time operations
Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan
Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline
Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth
When appropriate, recommend additional expert services needed to drive success
Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates
Represent the voice of the customer to inform our sales process or product roadmap
Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer
Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions
Predict and forecast risk, renewal and expansion within the customer portfolio

Skills

Key technologies and capabilities for this role

Customer Success ManagementExecutive Relationship BuildingProduct AdoptionChange ManagementRisk MitigationCross-Functional LeadershipDigital Operations

Questions & Answers

Common questions about this position

What experience level is required for the Principal Customer Success Manager role?

The role requires an experienced professional with 5-10 years of relevant industry expertise.

Is knowledge of PagerDuty's product required?

Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.

What are the key technical skills needed for this position?

Candidates need a strong understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring, along with working knowledge in a SaaS business model.

Is travel required for this role?

Yes, the ability to travel to client sites as necessary is required.

What is the company culture like at PagerDuty?

PagerDuty offers a flexible, award-winning workplace where you'll collaborate with kind and ambitious people to tackle complex problems and build a more equitable world.

PagerDuty

Incident management and response platform

About PagerDuty

PagerDuty specializes in incident management and response, providing a platform that helps organizations quickly address IT issues to minimize operational disruptions. The platform integrates with various monitoring tools to detect incidents in real-time, alerting the right personnel for swift action. This process aids in reducing downtime and maintaining service quality across sectors like technology, finance, healthcare, and retail. PagerDuty operates on a subscription-based model, offering different pricing tiers based on user count and feature levels, which ensures a steady revenue stream. The company also provides premium support and professional services, enhancing its offerings. Overall, PagerDuty aims to help organizations efficiently manage and resolve IT incidents, ensuring the reliability of their digital services.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$168.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees