At a Glance
- Tasks: Build strong relationships with customers to accelerate their digital journey and drive business value.
- Company: Join a leading tech company focused on customer success and innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on collaboration and results.
- Why this job: Make a real impact by guiding customers through their digital transformation journey.
- Qualifications: 10-15 years of experience in consulting and SaaS, with strong communication skills.
The predicted salary is between 70000 - 90000 £ per year.
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
We encourage you to submit your resume even if you don't meet every requirement.
What the job involves
- 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 are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs.
- 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.
Strategic Customer Success Manager employer: PagerDuty
At PagerDuty, we pride ourselves on being an exceptional employer that fosters a collaborative and fast-paced work environment where innovation thrives. Our Strategic Customer Success Managers play a pivotal role in driving customer success and digital transformation, supported by comprehensive training and growth opportunities tailored to enhance your expertise in SaaS and DevOps. With a strong emphasis on employee well-being and a culture that values diverse perspectives, working at our vibrant location not only offers meaningful challenges but also the chance to make a significant impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Strategic Customer Success Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its products, especially PagerDuty's features. Show them you understand their business and how you can drive value for their customers. Bring your A-game to those C-level conversations!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've successfully navigated challenges in previous roles. This will help you demonstrate your consulting skills and ability to build trusted advisor relationships.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are genuinely interested in joining our team. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start.
We think you need these skills to ace Strategic Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your 10-15 years of experience and any consulting skills that show you can drive business value for customers. We want to see how you've been a trusted advisor in the past!
Showcase Your SaaS Knowledge:If you've got experience in a SaaS environment, flaunt it! Mention any specific knowledge of PagerDuty or similar platforms. We love seeing candidates who understand the ins and outs of modern IT monitoring and DevOps principles.
Demonstrate Your Relationship-Building Skills:We’re all about building strong relationships with customers. Share examples of how you've fostered executive-level connections and navigated difficult conversations. This will show us you're ready to be a Strategic Customer Success Manager.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at PagerDuty
✨Know Your Stuff
Make sure you have a solid understanding of PagerDuty's products and how they can drive business value. Brush up on your knowledge of SaaS models, DevOps principles, and IT enterprise architecture. This will help you speak confidently about how you can leverage these tools to support customers.
✨Build Your Story
Prepare specific examples from your past experiences that showcase your consulting skills and ability to drive results. Think about times when you've successfully navigated difficult conversations or built trusted relationships with C-level executives. These stories will demonstrate your expertise and make you memorable.
✨Practice Active Listening
During the interview, show that you can listen and respond thoughtfully. This is crucial for a role that involves building relationships and understanding customer needs. Practice summarising what the interviewer says and asking clarifying questions to show you're engaged and interested.
✨Be Ready to Discuss Risks
Since the role involves identifying risks to customer success, be prepared to discuss how you've handled similar situations in the past. Think about how you would approach risk mitigation and what strategies you would recommend to ensure customers achieve their goals.
