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|Job Category :
||Senior Manager, Enterprise Customer Success (Rob)
||San Francisco, CA
|Job Description :
||We are interviewing and onboarding 100% virtually at this time. PagerDuty is focused on inclusion and employee well-being by building a culture that isn’t location specific and gives equal opportunity to everyone—regardless of where you are working. Unless your job requirements make it necessary to be in a company office, you may choose to work in-office, remotely, or hybrid.
Why We Need You
In preparation for PagerDuty’s next phase of growth, we are excited to find dynamic people leader who will manage a team of Customer Success Managers to ensure that our team is helping to drive growth and adoption of our technology, as well as ensure that our customers are deriving value from our services. You will help us evolve our customer success strategy by creating and implementing processes that help our customers maximize success with our platform.
How You Contribute to Our Vision
Create programs that drive higher feature adoption, leading to improved customer health scores and retention
Work closely with the Sales team to identify new opportunities and facilitate post sale handoff process following initial or follow-on deployments
Foster collaboration within the team and across the business
Attract, hire and retain an existing high performing group of Customer Success Managers globally
Identify and develop programs for our global CSM processes as well as make recommendations for improvements to current programs
Provide the evaluation and feedback necessary to coach performance to high levels of output
Enhance and/or add to our ever-growing Enterprise documentation such as implementation and project plans, customer success plans, executive business reviews presentations, etc.
Bachelor’s degree (required)
Strong analytical skills and are metrics driven
5+ years of management experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company
Prior experience leading and/or building a customer success function around scaled customers
Bring energy and passion to the organization and create an atmosphere where people strive to succeed
Experience working with remote teams to foster a cohesive work environment
Extremely detail oriented
Experience translating customer business requirements into customer project plans
Experience with business value consulting, driving renewals and upsells in accounts
Software engineering experience
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 transition or take the next step in your career path, we are excited to connect with you.
We are dedicated to providing a culture where our people are happy, enabled and inspired to do their best. One of the ways we do this is by developing a comprehensive total rewards approach that supports employees 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
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 employee volunteer time – 20 hours per year
Bi-annual company-wide hack weeks
Mental wellness programs
Dutonian Wellness Days – 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
PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, serving over 14,000 customers and 850,000 users worldwide, including 65% of the Fortune 100.
For the teams who build and run digital systems, PagerDuty is the best way to manage the urgent, mission-critical work that is essential to keeping digital services always on. We make it easy to handle any unplanned task, event, or opportunity, right away.
Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the Pledge 1% Movement, committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities. We are Great Place to Work-certified™ and our product is top rated in its category on TrustRadius.
From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty.
Learn more: Social Impact; Inclusion, Diversity, & Equity; Culture
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 firstname.lastname@example.org 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.
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