24 oct
PagerDuty
Santiago
**Professional Services Operations Manager**
**Why We Need You**
PagerDuty is seeking an individual to join our Customer Success team as an Operations Manager. 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.
You will be a centralized point of contact for Customer Success, acting as a link to help streamline our internal systems and processes,
between Customer Success and other teams within PagerDuty such as Sales Operations, Field Operations, Business Systems, Business Analytics, and Finance.
**How You Contribute to Our Vision**:
- Identify inefficiencies, implement change management solutions, and track progress of planning, process, and tool improvements.
- Point person on current Customer Success tools and evaluate other tools as necessary
manage customer distribution and capacity planning across the team by territory to ensure the best possible experience for our customers.
- Run NPS program and provide actionable insights to internal teams and customers on a regular basis.
- Partner on annual planning initiatives.
- Coordinate training for Customer Success team, including helping to ensure team readiness during new product/feature launches.
- 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.
- Drive and support the building and adoption of a recurring reporting cadence to give the business insight into health and activity metrics.
- Create and maintain dashboards that monitor KPIs and leverage data to identify, define, and evaluate projects that will move the needle for our customers and support other team members.
- Mine and analyze data; identify areas to improve resource utilization, increase revenue, enhance services margin, and minimize risk.
- Data deep dives and helping identify key strategic insights to improve our business.
**About You**:
- Bachelor's degree (required)
- Fluent spoken and written English is required
- Demonstrated project management experience with cross-functional collaboration and influence 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 remote and cross-functional teams and across different time zones to develop strategies and foster a cohesive and creative work environment
- Advanced reporting and analytical skills and proficient in Excel, Gainsight, Salesforce
- Experience using data to inform decision making
- Previous experience working with customers as a Customer Success Manager
- 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
- SQL proficiency
- High-growth operations or startup experience
**Not sure if you qualify?**
**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
▶️ Program Manager, Csg Operations
🖊️ PagerDuty
📍 Santiago