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Sr. Mgr. Strategy & Business Value, Customer Success Group

PagerDuty is interviewing, onboarding, and working 100% virtually at this time. As we look to the future, we plan to be ‘distributed by design’, meaning unless your job requirements make it necessary to be in a PagerDuty office, you may choose to work in-office, remotely, or hybrid. We’re focused on inclusion and employee well-being by building a culture that isn’t location specific, and gives equal opportunity to everyone—regardless of where you are working.

Overview

PagerDuty is a digital operations management platform that empowers the right action, when seconds matter.

For the teams who build and run digital systems, PagerDuty is the best way to manage the urgent, mission-critical work that is essential to keeping digital services always on. We make it easy to handle any unplanned task, event, or opportunity, right away.

We’re growing fast and looking for ambitious people who share our values and customer devotion mindset to join our high caliber team.

The Sr. Mgr. Strategy and Business Value is part of the Customer Success organization and works with both external customers and internal teams to identify opportunities to drive value for and with PagerDuty. Externally your focus will be to engage with customer executives in concert with the sales and customer success teams helping them drive their strategy leveraging the PagerDuty platform. Internally, you will work as part of a cross functional team to drive business critical projects that focus on delivering customer outcomes.

You will act as a trusted advisor to the Customer Success leadership team, helping them communicate to our customers how PagerDuty solutions can help transform their businesses, and internally to the Success teams the vision and future of the Success Organization. You will also work with the Sales teams to help them understand and position the value of the Success teams with customers. You will lead cross-functional engagements that will enhance the ability of the Success organization to run the business efficiently and with rigor.

At PagerDuty the Sr. Mgr. Strategy & Business Value is a strategic and visible role, with collaboration, problem-solving, and communications being integral to the role. Partnering across Success, Support, Sales, Finance, Marketing, and Services delivery internally, and Customers externally. The primary metric of success for the role will be the attainment of Customer Success Revenues and delivery of cross-functional projects on time.

Responsibilities Include:

Engaging strategically with customer executives, alongside the Sales and Success teams, to understand market driven trends and related opportunities.
Collaborate with the sales, service delivery, and success organizations to determine the customer needs and competitive landscape to create an effective Services Strategy for prospective and existing customers.
Work closely with the Success Operations Team to identify additional reporting/tracking parameters for the Success Organization, and develop strategies to enhance the business with the leadership team.
Effectively present/communicate Service offerings and associated value proposition internally and externally.
Participate in Customer Executive Briefings (EBCs) to position Success value proposition and offerings.
Identify opportunities to create and promote success stories in conjunction with marketing teams.
Lead/co-lead cross-functional projects focused on driving better customer outcomes, both within the Success organization and in the company

Required Skills:

BA/BS/BE or Equivalent, Masters level in a technical field and/or MBA is a plus.
8 to 10 years of experience in technology and management consulting.
Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy.
Understanding of SAAS business models from sales through implementation.
Demonstrated ability to partner with cross-functional teams to apply creative thinking and analysis to address business needs of customers.
Strong presentation, facilitation, executive management and ability to be a trusted advisor to senior execs.
Strong analytical and problem-solving skills, including the ability to derive actionable insights from large amounts of information and clearly communicate complex ideas to senior executives, while handling questions and objections.
Creative, high-energy, self-starter comfortable running initiatives and handling conflicting demands creatively and quickly across various functional teams.
Customer Success experience is a plus.
In the future, ability to travel at least 25-50% of time including overnight travel, depending on customer requirements

PagerDuty Offers:

- Competitive salaries and company equity

- ESPP (Employee Stock Purchase Program)

- Retirement plan with company match

- Comprehensive benefits package from day one

- Company paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent

- Paid vacation time - 3 weeks accruing in first year, 4 weeks accruing every year after

- Paid holidays and sick leave

- Paid employee volunteer time - 20 hours per year

- Bi-annual company-wide hack weeks

- Mental wellness programs

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management, serving over 13,800 customers and 700,000 users in 90 countries, including 60% of the Fortune 100. Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the Pledge 1% Movement, committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities.

At PagerDuty, we believe you do your best work in a culture that fosters inclusion, well-being, and innovation. As a Dutonian, you will have ample opportunities to advance your career and connect with colleagues: virtual all hands calls, learning & development programs, bi-annual hack weeks, volunteering events, ERGs (employee-run groups focused on cultivating a sense of belonging for all) - there’s something for everyone. Learn more on Instagram, @pagerdutylife.

From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.

Additional Information

PagerDuty is for people. Meaning, we extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you.

PagerDuty is committed to creating a diverse environment and 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.

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.

Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with local requirements.

PagerDuty uses the E-Verify employment verification program.

To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes.

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