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SENIOR MANAGER, CUSTOMER SUCCESS OPERATIONS

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Together we’re building a company that will endure and products people will love for generations to come.
We believe that people do their best in a culture that fosters inclusion, innovation, and success.
Our values - Champion the Customer, Take the Lead, Run Together, Ack + Own and Bring Yourself - serve as the foundation of our collaborative and dynamic culture.
Whether it’s conducting a retrospective, participating in our bi-annual hack weeks, cranking out a new product feature, supporting our two PagerDuty bands, or doing our day to day work, Dutonians live and breathe these five values every day.
Together, we solve real customer issues and fulfill our mission of connecting teams to real-time opportunities and elevate work to the outcomes that matter.
We’re building an inclusive workplace that represents the real, everyday people we support around the world.
From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.
PagerDuty is seeking a leader on our Customer Success Operations team.
In this role, you will influence the strategy and execution for Customer Success by developing a deep understanding of the drivers of customer retention, adoption, growth and maturity at PagerDuty.
You will provide insightful analyses and actionable recommendations and lead and execute high-impact projects.
You will own forecasting and reporting on the monthly, quarterly and annual performance for the Customer Success team (includes Professional Services, Success, Support, Renewals and Customer Education).
You will be a centralized point of contact for Customer Success, acting as a link to help streamline our internal systems and processes, between CS and other teams within PagerDuty such as Sales Operations, Field Operations, Business Systems, Business Analytics, and Finan How You Contribute to Our Vision • Analyze and track Services resource demand, staffing, utilization, and project milestone management, including critical Issues tracking/management in order to hit revenue targets • Ensuring strong financial controls over delivery costs across the lifecycle to meet budget targets • Works with regional Services leaders and finance to design, implement and manage high quality and accurate capacity forecasting, budgeting and planning processes • Drive our “red account” process, coordinating resources from across the business to ensure customer happiness • Ensures operations dashboards, data, and reports are provided to leadership • Identify inefficiencies, implement change management solutions, and track the progress of planning, process, and tool improvements • Develop a full understanding of our customer health so we can detect early warning signs of churn, find the ideal on-boarding process, and identify up-sell opportunities.
Build & iterate on health scores • Data deep dives and helping identify key strategic insights to improve our business • Works with finance and services to ensure effective use and adoption of tools for time tracking, milestone completion, and customer invoicing About You • Bachelor's degree (required) • Experience leading high performing operations teams • Demonstrated project management experience with cross-functional collaboration and influence at the VP+ level to be able to drive projects forward • Self-disciplined, organized, and detail oriented with the ability to execute project plans with deadlines • Ability to work with global cross-functional teams to develop strategies and to foster a cohesive and creative work environment • Advanced reporting and analytical skills and proficient in Excel, Gainsight, Salesforce, and Business Intelligence tools (e.
.
Looker, Tableau) • Excellent written and oral communication skills • Self starter and able to work on your own on projects • Able to translate complex data into simple insights, and communicate them effectively NIce to Have • Masters degree  • High energy, enthusiasm, and passion for the business • High-growth operations or startup experience PagerDuty offers.
Competitive salaries and company equity Comprehensive benefits package including.
medical, dental, and vision plans for you, your spouse and family 401K with 1% match Pre-tax commuter benefits, FSA, cell phone allowance and more! Generous parental leave Paid vacation (3 weeks vacation your first year, 4 weeks afterwards) in addition to 12 paid holidays and ample sick leave Paid employee Volunteer Time - 20 hours per year Bi-annual company wide hack weeks Opportunities to get involved in PagerDuty's Employee Resource Groups (ERGs) and other diversity initiatives.
ERGs are self-organized, employee-run communities focused on advancing a sense of belonging and inclusion for all - members, advocates, and allies.
PagerDuty is committed to creating a diverse environment and 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.  PagerDuty is for people.
Meaning, we extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds.
Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you.
PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.
 Should you require accommodation, please email  and we will work with you to meet your accessibility needs.
Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty.
We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with local requirements.
PagerDuty uses the E-Verify employment verification program.
To all recruitment agencies: PagerDuty does not accept agency resumes.
Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location.
PagerDuty is not responsible for any fees related to unsolicited resumes.
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Detalles de la oferta

Empresa
  • PagerDuty
Localidad
  • En toda España
Dirección
  • Sin especificar - Sin especificar
Tipo de Contrato
  • Sin especificar
Salario
  • Sin especificar
Fecha de publicación
  • 12/05/2021
Fecha de expiración
  • 10/08/2021
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