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