Leader in Customer Relationship Development

4 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $143,360 - $185,200
Strategic Customer Success Manager Job Summary

This role is pivotal in our organization, responsible for cultivating and nurturing strong relationships with customers. By aligning with key customer stakeholders, providing guidance on process, people, and change management best practices, and proactively identifying risks to customer business goals, you will play a critical part in driving the adoption of real-time operations.

Key Responsibilities:

  • Develop and maintain executive-level trusted advisor relationships with customers' IT, Engineering, and Support teams.
  • Apply in-depth knowledge of PagerDuty products to address customer business priorities.
  • Guide customers through process, people, and change management best practices to drive real-time operations adoption.
  • Proactively identify potential risks to customers achieving their stated business objectives and collaborate with the sales team to create risk mitigation plans.
  • Design and execute comprehensive adoption paths for PagerDuty products, showcasing current states, target future states, and timelines.
  • Deliver business value and innovation to customers by understanding opportunities to reduce costs and drive growth.
  • Recommend additional expert services as necessary to drive success.
  • Proactively communicate technical product changes, degradations, outages, end-of-life, and other relevant updates.
  • Represent customer interests to inform sales processes or product roadmaps.
  • Lead cross-functional post-sales teams, ensuring seamless customer experiences.
  • Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic interactions.
  • Predict and forecast risk, renewal, and expansion within customer portfolios.

Essential Qualifications:

  • Experienced professional with 12-15 years of industry expertise in dynamic, customer-facing roles within B2B SaaS organizations.
  • Strong consulting skills and proven track record as a trusted advisor driving business value for customers.
  • Ability to drive effective conversations at C-levels; facilitating difficult discussions and adept at handling objections.

Preferred Qualifications:

  • Solid understanding of IT enterprise architecture, DevOps principles, and modern IT monitoring.
  • Experience working in DevOps environments or companies undergoing transition to DevOps.

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