Customer Success Manager Santiago
Company: Pager
Location: San Francisco
Posted on: October 18, 2024
Job Description:
PagerDuty empowers teams of all kinds to do the critical work
that moves business forward through the PagerDuty Operations
Cloud.Visit ourcareers site to explore life at PagerDuty, discover
opportunities, and sign-up for job alerts!--Job DescriptionDo you
thrive on building relationships and ensuring customer
satisfaction? Are you passionate about helping businesses achieve
their goals? If so, then a portfolio customer success manager (CSM)
role might be perfect for you!As a portfolio CSM, you'll be
responsible for a designated group of customers (your portfolio)
and act as their primary advocate within the company. Your focus
will be on maximizing their success with your products or services,
fostering long-term relationships, and driving revenue growth. You
will be aligned to a portfolio of customers based on the CSMs
supporting territories within one of the below Regional Sales
Directors.Here's a glimpse of what your day-to-day might look
like:
- Proactive Customer Engagement: You'll regularly connect with
your customers, understand their unique needs and challenges, and
proactively offer guidance and support. This may involve regular
check-ins, health score monitoring, and personalized communication
plans.
- Driving Adoption and Usage: Your goal is to ensure your
customers are getting the most value out of what they have
purchased. You'll educate them on product features, identify areas
for improvement, and recommend solutions to optimize their
experience.
- Renewal and Upsell Opportunities: By building strong
relationships and understanding customer needs, you'll identify
upsell and renewal opportunities. You'll work collaboratively with
sales teams to ensure a smooth renewal process, run risk mitigation
to protect the revenue and products the customer currently has in
place, and partner with the sales executive to explore potential
upsells that add further value to the customer journey.
- Customer Success Measurement: You'll track key metrics like
customer adoption of PagerDuty products purchased, user deployment
and activity, and renewal rates to measure success and identify
areas for improvement within your portfolio.To be successful in
this role, you'll ideally have:
- Experience in customer success or account management
- Strong understanding of customer relationship management (CRM)
tools and technologies
- Excellent communication, interpersonal, and presentation
skills
- Ability to prioritize effectively and manage multiple tasks
simultaneously
- Data-driven approach to problem-solvingBeing a Portfolio CSM is
a rewarding career path. You'll play a pivotal role in ensuring
customer satisfaction, building long-term partnerships, and driving
sustainable growth for the company.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 Santiago office 1 day per week, so you
can thrive in your new role and fully embrace being a
Dutonian!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 workPagerDuty 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 workOur 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 offerOne 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:
- Comprehensive benefits package from day one
- 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
- Mental wellness programs*Eligibility may vary by role, region,
and tenureAbout PagerDutyPagerDuty, 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.Go behind-the-scenes on
our careers site and @pagerduty on Instagram.Additional
InformationPagerDuty 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 accommodation@pagerduty.com and
we will work with you to meet your accessibility needs.PagerDuty
uses the E-Verify employment verification program.Accepted file
types: pdf, doc, docx, txt, rtfAccepted file types: pdf, doc, docx,
txt, rtf LinkedIn Profile Website Do you now, or in the future,
require sponsorship to work for PagerDuty? * Select...
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Keywords: Pager, Dublin , Customer Success Manager Santiago, Executive , San Francisco, California
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