Sr. Principal Customer Success Manager, PubSector - DC

Rozgoo; United States; Remote; USD 112.000 - 155.000; Vollzeit

Zusammenfassung

PagerDuty is seeking a Senior Principal Customer Success Manager in the United States to build executive-level relationships and guide strategic adoption of real-time operations across IT, engineering, and support teams.

You will travel up to 25% for in-person engagements, drive adoption paths, and deliver measurable business value while identifying risks and opportunities for growth. A strong background in public sector SaaS and DevOps is required.

Qualifikationen

• 8–10 years of relevant customer-facing experience
• Proficiency in developing comprehensive business value ROI models
• In-depth expertise in the Public Sector and SaaS business models
• Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring

Aufgaben

• Build and foster executive-level trusted advisor relationships with customers’ IT, Engineering and Support organizations.
• Demonstrates hands-on PagerDuty Product knowledge by applying it to customer priorities.
• Guide a customer on process, people and change management to drive adoption of real-time operations.
• Proactively identify risks to customer goals and collaborate with Sales to mitigate them.
• Produce and execute a comprehensive adoption path of PagerDuty products with timelines.
• Deliver business value by understanding opportunities to reduce cost and drive growth.
• Recommend additional services to drive success when appropriate.
• Communicate product changes, degradations, outages and end-of-life updates to customers.
• Represent the voice of the customer to inform sales and product roadmap.
• Lead the cross-functional post-sales team to deliver a seamless customer experience.
• Prepare and facilitate business reviews, trainings, webinars, demos, and strategic interactions.
• Forecast risk, renewal, and expansion within the customer portfolio.

Kenntnisse

Customer-facing experience

ROI modeling

Public Sector SaaS knowledge

IT enterprise architecture / DevOps

Jobbeschreibung

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.

The Senior Principal Customer Success Manager is aligned at the customers' key stakeholder level, building and fostering strong relationships to help customers accelerate their digital journey. The ideal candidate possesses the below qualifications and is willing to travel up to 25% of their time for in-person customer meetings. Customer Success Managers are working 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 customers’ 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.

Basic Qualifications:

• 8-10 years of relevant customer-facing experience and a demonstrated track record of success
• Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results
• In-depth expertise in the Public Sector and SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs
• Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring

Preferred Qualifications:

• Strong consulting skills and proven results working as a trusted advisor to drive business value for customers.
• Knowledge of PagerDuty products and platform features/capabilities
• 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.

The base salary range for this position is $112,000 - $154,900USD.This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location