Sr. Principal Customer Success Manager - Detroit

United StatesHybrid

Responsibilities

Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations.
Guide a customer on process, people and change management best practices to drive customers adoption of real time operations.
Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan.
Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline.
Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth.
Represent the voice of the customer to inform our sales process or product roadmap.
Lead the cross functional post sales team at PagerDuty, delivering a seamless
Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions.

Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more.
We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization.
experience on behalf of the customer.
Predict and forecast risk, renewal and expansion within the customer portfolio. Basic
Proficiency in developing comprehensive business value ROI models, with an ability to drive strategic decision-making and deliver tangible results
In-depth expertise in SaaS business models, including a strong understanding of market trends, competitive landscapes, and customer needs
Strong understanding of IT enterprise architecture, DevOps principles and modern IT monitoring Preferred
Knowledge of PagerDuty products and platform features/capabilities
Ability to drive effective and influencing conversations at the C-level; facilitation of difficult discussions and adept at handling objections.
The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises.