At a Glance
- Tasks: Build strong relationships with customers to enhance their digital journey and drive real-time operations.
- Company: Join PagerDuty, a leader in digital operations with a focus on customer success.
- Benefits: Enjoy equity options, generous leave, wellness programs, and a supportive work environment.
- Other info: Collaborative and fast-paced environment with opportunities for professional growth.
- Why this job: Make a significant impact by guiding customers through their digital transformation journey.
- Qualifications: 10-15 years of experience in consulting and strong communication skills at the C-level.
The predicted salary is between 80000 - 100000 € per year.
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.
Strategic Customer Success Manager (London) New London employer: Pager
PagerDuty is an exceptional employer that prioritises employee well-being and professional growth, offering a range of benefits including generous paid vacation, wellness programs, and extensive parental leave. The collaborative work culture in London fosters innovation and allows employees to thrive in a fast-paced environment while building meaningful relationships with customers at the executive level. With a commitment to diversity and inclusion, PagerDuty provides a supportive atmosphere where every team member can contribute to driving customer success and their own career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager (London) New London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that Strategic Customer Success Manager role.
✨Tip Number 2
Show off your expertise! When you get the chance to chat with potential employers, make sure to highlight your experience in building executive-level relationships and driving business value. They want to see how you can help their customers succeed.
✨Tip Number 3
Be proactive! If you know someone at PagerDuty or have a connection, reach out and ask for an informational chat. This can give you insider knowledge about the company culture and what they’re really looking for in a candidate.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the PagerDuty team. Don’t miss out on this opportunity!
We think you need these skills to ace Strategic Customer Success Manager (London) New London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Strategic Customer Success Manager role. Highlight your experience in building relationships at the executive level and how you've driven business value for customers in the past.
Showcase Your Expertise:We want to see your knowledge of SaaS models and DevOps principles. Include specific examples of how you've applied this expertise to help customers achieve their goals, especially in a fast-paced environment.
Be Authentic:Let your personality shine through in your application. We value authenticity and want to know what makes you tick. Share your passion for customer success and how you can contribute to our team.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Pager
✨Know Your Product Inside Out
As a Strategic Customer Success Manager, you need to demonstrate a solid understanding of PagerDuty's products. Familiarise yourself with the features and capabilities, and think about how they can align with potential customers' business goals. This will help you build credibility and show that you're ready to be a trusted advisor.
✨Build Relationships Before the Interview
Networking is key! If possible, connect with current or former employees on LinkedIn to gain insights into the company culture and expectations. This can give you an edge in understanding how to approach your interview and what specific qualities they value in a candidate.
✨Prepare for C-Level Conversations
Since you'll be engaging with executive-level stakeholders, practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully navigated difficult discussions or objections in the past. This will showcase your consulting skills and ability to influence at a high level.
✨Showcase Your Collaborative Spirit
The role thrives in a fast-paced, collaborative environment. Be ready to discuss your experiences working in teams and how you've contributed to achieving results. Highlight any instances where you've led cross-functional initiatives or worked closely with sales teams to drive customer success.
