CSG Strategic Advisor

The PagerDuty Professional Services team is focused on enabling customers to effectively leverage the PagerDuty platform to achieve their business goals. We partner with our  customers to modernize operations by enabling PagerDuty features such as large scale onboarding; custom integrations, service modeling, and provision users, teams, services, schedules, and escalation policies.

The CSG Strategic Advisor is an advisor to assigned customers for all things Digital Operations. The role is a revenue-generating position that is part of the Professional Services team. They possess a deep understanding of the PagerDuty platform as a technical solution and how it fits within the larger Digital Operations workspace. 

You will work alongside the Customer Success Management and Professional Services teams to understand customers’ business goals and objectives, and translate those goals into clearly defined technical implementation project plans. To do this, you will apply your full breadth of product knowledge to work with customers in defining requirements and scoping activities that optimizes and modernizes customer operations with the latest PagerDuty technology. As an expert on the Professional Services team, peers and customers alike will lean on you for strategic technical advice and customer roadmaps, and you will play a key role in shaping the operations of enterprise companies undergoing large, digital transformation change.

Job 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

Basic Qualifications

• 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

Preferred Qualifications

• Bachelors degree or higher, preferably in a technical field

The base salary range for this position is 108,000 - 165,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.

Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process.