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Director Professional Services, Client Delivery Executive

PagerDuty

PagerDuty

Sales & Business Development
United States · Remote
Posted on Friday, May 26, 2023

Dir. Professional Services / Client Delivery Executive

The Client Delivery Executive is a key role that is responsible for overseeing and managing the delivery of professional services for PagerDuty to specific large customers. This position reports to the leader of Professional Services in the Customer Success Organization, and is responsible for ensuring that high-quality professional and success services are delivered to specific customers.

This individual will be responsible for managing professional services engagements with customers, in coordination with the customer success teams. They will develop both technical and business understanding of the customer organization, business imperatives, technology roadmap and architecture, and develop short and long term implementation plans in concert with the customer with the objective of improving customer satisfaction and loyalty via business outcomes.

Some of the key responsibilities include:

  • Managing professional services teams: Responsible for managing and coordinating the activities of the success teams working with the customers, e.g., project managers, consultants, technical specialists and success managers.
  • Developing project plans and timelines: Develop project plans and timelines that ensure that professional services are delivered on time and within budget.
  • Ensuring quality control: The manager ensures that professional services are delivered to the client's satisfaction and meet the organization's quality standards.
  • Managing client relationships: Work closely with clients, from practitioners to executives, ensuring their needs are being met and that they are satisfied with the services being delivered.
  • Developing and implementing operations improvements: Identifies areas for improvement in the customer’s operations and working with the customer to leverage professional services to address them.
  • Managing budgets: Manage budgets for professional services projects and ensure that projects are delivered within budget.

Overall, the Client Delivery Executive is a key member of the professional services team who is responsible for ensuring that the organization provides exceptional engagements that meet or exceed joint objectives with the customer.

Qualifications:

  • Bachelor's degree in engineering/science preferred
  • Masters degree or equivalent preferred
  • 10+ years of work experience as a client delivery professional
  • 5+ years in the SaaS industry as a professional services delivery professional
  • Conversant with both technical and business terminology
  • Demonstrated experience in driving customer engagements for a SaaS business
  • Experience with on-prem software deployments a plus

This position is located in North America and may need up to 50% travel

The base salary range for this position is 151,000 - 231,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.

Not sure if you qualify?

Apply anyway! 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 take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Sydney, Tokyo, and Toronto, with remote opportunities in those cities and Chile. We offer a hybrid, flexible workplace, while also providing ample opportunities for in-person and virtual connection with your fellow Dutonians.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

  • Champion the Customer | Put users first to design great products and experiences.
  • Run Together | Build strong teams that amplify our impact on users.
  • Take the Lead | Disrupt and invent to be the first choice for users.
  • Ack + Own | Take ownership and action to deliver more efficiently to users.
  • Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.

Your package may include:

  • Competitive salary and company equity
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • ESPP (Employee Stock Purchase Program)
  • Retirement or pension plan
  • Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Paid volunteer time off - 20 hours per year
  • Bi-annual company-wide hack weeks
  • Mental wellness programs
  • Dutonian Wellness Days & Midyear Wellness Week - scheduled company-wide paid days off in addition to PTO and scheduled holidays
    HibernationDuty - a week each year when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge

About PagerDuty

PagerDuty, Inc. (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 better 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. Notable customers include Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, two-thirds of the PagerDuty board is classified as non-white, with women making up nearly half of all board members. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

PagerDuty is Great Place to Work-certified™, a Fortune Best Place to Work for Women, and a top rated product on TrustRadius and G2.

Go behind-the-scenes @pagerdutylife on Instagram.

Additional Information

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 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.