Director, Professional Services

at  PagerDuty

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

Some of the key responsibilities include:

• Managing professional services teams: Responsible for managing and coordinating the activities of the success teams working with the customers, e.g., project managers, consultants, technical specialists and success managers.
• Developing project plans and timelines: Develop project plans and timelines that ensure that professional services are delivered on time and within budget.
• Ensuring quality control: The manager ensures that professional services are delivered to the client’s satisfaction and meet the organization’s quality standards.
• Managing client relationships: Work closely with clients, from practitioners to executives, ensuring their needs are being met and that they are satisfied with the services being delivered.
• Developing and implementing operations improvements: Identifies areas for improvement in the customer’s operations and working with the customer to leverage professional services to address them.
• Managing budgets: Manage budgets for professional services projects and ensure that projects are delivered within budget