at PagerDuty in Augusta, Maine, United States
Sr. Dir. Professional Services Delivery
The Sr. Dir. of Professional Services is a senior leadership role that is responsible for overseeing and managing the delivery of professional services for PagerDuty. This position reports to the VP of Customer Services & Value in the Customer Success Organization, and is responsible for ensuring that the organization provides high-quality professional services to its customers.
This leader will be responsible for developing and implementing strategies and processes to improve customer satisfaction and loyalty via professional services engagements. They work closely with other executives and managers within the organization to identify areas for improvement and to develop plans to address them.
Some of the key responsibilities include:
+ Developing professional services policies and procedures: Develop policies and procedures that ensure consistent and high-quality professional services across the organization.
+ Managing and recruiting professional services teams: Oversee professional services teams and ensure that they are properly trained and equipped to provide excellent service and engagements.
+ Implementing customer feedback systems: Develop and implement systems for collecting and analyzing customer feedback to identify areas for improvement.
+ Developing professional services metrics: Establish metrics and KPIs for measuring professional services performance and track progress against these metrics.
+ Improving professional services processes: Identifies areas for improvement in professional services engagement and delivery processes and works with other executives and managers to implement changes.
+ Developing professional services training programs: Develop and implement training programs to ensure that employees are equipped with the skills and knowledge needed to provide excellent customer service.
+ Managing budgets: Responsible for managing budgets for professional services and ensuring that bookings and revenue targets are met.
+ Collaborating with other departments: Work closely with other departments, such as success, support, product, sales and marketing, to ensure that professional services are integrated into the overall customer experience.
Overall, the Sr. Dir. of Professional Services Delivery is a key member of the executive team who is responsible for ensuring that the organization provides exceptional professional services that meets or exceeds customer expectations.
+ Bachelor’s degree in engineering/science preferred
+ Masters degree or equivalent preferred
+ 10+ years of work experience as a leader of professional services teams
+ 5+ years in the SaaS industry as a professional services leader
+ Conversant with both fixed price and time & material projects
+ Demonstrated experience in growing teams in a SaaS business
+ Experience with on-prem software deployments a plus
+ Managed a Professional Services P&L
This position is located in North America and requires up to 50% travel
The base salary range for this position is 173,000 – 264,000 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 holidaysHibernationDuty – 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
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.
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 email@example.com and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verificat