Strategic Advisor

Summary

Join PagerDuty's Professional Services team as a CSG Strategic Advisor and leverage your expertise in digital operations to advise enterprise clients. You will lead discovery sessions, develop PagerDuty architectural designs, translate requirements into project plans, and position PagerDuty solutions. This revenue-generating role requires strong communication and technical skills, enabling you to work with clients from various technical backgrounds. You will collaborate with internal teams and contribute to improving PagerDuty's professional services practices. The role offers a competitive salary and benefits package, including flexible work arrangements and generous paid time off.

Requirements

• 5+ years of experience supporting IT Operations for Enterprise customers
• Understanding of ITSM processes, incident management, AIOps, ChatOps, CSOps
• Understanding of monitoring and observability systems such as New Relic, Nagios, Zenoss, Splunk
• Excellent at multi-tasking, are self driven, and can work both independently and with a cross functional team
• Strong communication skills to build and manage relationships with new and existing clients, with a focus on growth
• Ability to break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive
• Ability to come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail
• Ability to travel to customer sites as necessary

Responsibilities

• Lead discovery sessions with large, enterprise customers to assess and analyze inefficiencies in existing tooling, processes, and operations (current state)
• Apply product knowledge to advise on optimal solutions for streamlining and improving tooling, processes, and operations using PagerDuty product (future state)
• Develop PagerDuty architectural and process designs and corresponding requirements that support customers’ business and technology initiatives while taking into account complexities in customer environments
• Translate requirements to project delivery scope and schedule using implementation roadmaps and project plans while identifying delivery risks and issues to meet customer expectations
• Position PagerDuty professional services and product SKUs as applicable to solve customer problems
• Assist in the execution of defined project plans by collaborating with internal PagerDuty teams (Customer Success managers, Product Managers, Project Managers) and customers as required through the customer delivery lifecycle
• Improve PagerDuty professional services practice by compiling best practice information, building project plan templates and defining internal handovers
• Support technical conversations to influence and improve product adoption while advocating general digital operations best practices
• Support product adoption metrics across multiple enterprise customers as needed

Preferred Qualifications

Bachelors degree or higher, preferably in a technical field

Benefits

• 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