Strategic Customer Success Manager
New
P
PagerDutyDigital Operations Management
Remote (USA - New York City, NY)Full-TimeManager
Salary132,000 - 182,200 USD per year
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Job Details
- Experience
- 10-15 years relevant industry expertise
- Required Skills
- SaaS
Requirements
- 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.
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.
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