At a Glance
- Tasks: Build strong relationships with customers to enhance their digital journey and drive success.
- Company: Join PagerDuty, a leader in Digital Operations Management, trusted by over 13,000 organisations.
- Benefits: Enjoy competitive salary, flexible work, generous leave, and wellness programs.
- Other info: Collaborative environment with opportunities for growth and development.
- Why this job: Make a real impact by helping customers achieve their business goals with innovative solutions.
- Qualifications: 10-15 years of experience in consulting and strong skills in driving business value.
The predicted salary is between 60000 - 80000 £ per year.
Pager Duty (NYSE: PD) is a leader in Digital Operations Management.
In an always‑on world, organizations of all sizes trust Pager Duty to help them deliver a perfect digital experience to their customers, every time.
Teams use Pager Duty 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 Pager Duty to succeed with Digital Transformation, Cloud Migration, and Dev Ops Modernization.
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.
- Demonstrate hands‑on Pager Duty 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 Pager Duty 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 Pager Duty, 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.
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.
- Thrives in a collaborative fast‑pace environment and as part of a results‑oriented team.
- Working knowledge in a Saa S business model.
- Strong knowledge of Pager Duty product and platform features and capabilities is highly desired.
- Good understanding of IT enterprise architecture, Dev Ops principles and modern IT monitoring is strongly preferred.
- Worked in a Dev Ops environment or with a company going through a transition to Dev Ops.
Benefits
- Competitive salary
- Comprehensive benefits package
- Flexible work arrangements
- Company equity*
- ESPP (Employee Stock Purchase Program)*
- Retirement or pension plan*
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days & Hibernation Duty – company‑wide 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
- Company‑wide hack weeks
- Mental wellness programs
- *Eligibility may vary by role, region, and tenure
- Additional Information
Pager Duty is an equal‑opportunity employer.
Pager Duty 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 Pager Duty’s Privacy Policy.
Pager Duty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.
If you require accommodation, please email accommodation@pagerduty. com and we will work with you to meet your accessibility needs.
Pager Duty uses the E‑Verify employment verification program.
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StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager (London)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Triwill Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Triwill Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Customer Success Manager (London)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Triwill Group:Your cover letter is your chance to shine! Tell us why you want to work at Triwill Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Triwill Group!
How to prepare for a job interview at Triwill Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
