Director, Professional Services
Apply NowCompany: PagerDuty
Location: Toronto, ON M4E 3Y1
Description:
PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.
Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts!
Sr. Dir. Professional Services Delivery
The Senior Director 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:
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.
Qualifications:
This position is located in North America and requires up to 50% travel
Director of 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:
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:
This position is located in North America and may need up to 50% travel
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
This role is expected to come into our Toronto office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!
The base salary range for this position is 164,000 - 226,000 CAD. 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, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.
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.
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. Learn more, including country-specific offerings, on our benefits site
Your package may include:
*Eligibility may vary by role, region, and tenure
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
Led by CEO Jennifer Tejada, PagerDuty's Board of Directors is 50% female and 62% URP representation. 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 Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
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 [redacted] and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.
Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts!
Sr. Dir. Professional Services Delivery
The Senior Director 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.
Qualifications:
- 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
Director of 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
PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.
This role is expected to come into our Toronto office 1 day per week, so you can thrive in your new role and fully embrace being a Dutonian!
The base salary range for this position is 164,000 - 226,000 CAD. 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, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.
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. Learn more, including country-specific offerings, on our benefits site
Your package may include:
- Competitive salary
- Comprehensive benefits package from day one
- Flexible work arrangements
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
- Company equity*
- 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)*
- HibernationDuty - an annual company paid week off 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
- Paid volunteer time off - 20 hours per year
- Company-wide hack weeks
- Mental wellness programs
*Eligibility may vary by role, region, and tenure
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.
Led by CEO Jennifer Tejada, PagerDuty's Board of Directors is 50% female and 62% URP representation. 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 Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.
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 [redacted] and we will work with you to meet your accessibility needs.
PagerDuty uses the E-Verify employment verification program.