Strategic Customer Success Manager (London)
London
The Strategic Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. Customer Success Managers work directly with customers that can vary in their market segment, size, solution complexity, and life cycle, depending on the customers' needs.
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 experiences 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.
Qualifications
* Experienced professional with 10-15 years relevant industry expertise.
* Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
* Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
* Experience building Business value ROI models.
* Thrive in a collaborative fast pace environment and as a part of a results oriented team.
* Working knowledge in a SaaS business model.
* Strong knowledge of PagerDuty product and platform features and capabilities is highly desired.
* Good understanding of IT enterprise architecture, DevOps principles and modern IT monitoring is strongly preferred.
* Worked in a DevOps environment or with a company going through a transition to DevOps.
Location Restrictions
Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia
Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon
United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming
Candidates must reside in an eligible location, which vary by role.
What we offer
* Company equity*
* ESPP (Employee Stock Purchase Program)*
* Retirement or pension plan*
* Generous paid vacation time
* Paid holidays and sick leave
* Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
* Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*Paid volunteer time off: 20 hours per year
* Mental wellness programs
*Eligibility may vary by role, region, and tenure
PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.
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