Director, Professional Services

1 month ago

Old Toronto Ontario, CA PagerDuty, Inc. Full time

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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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.

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