Sr. Director of Product Marketing - Customer Service Ops

Job Description

PagerDuty is interviewing , onboarding, and working 100% virtually at this time. As we look to the future, we plan to be ‘distributed by design’, meaning unless your job requirements make it necessary to be in a PagerDuty office, you may choose to work in-office, remotely, or hybrid. We’re focused on inclusion and employee well-being by building a culture that isn’t location specific, and gives equal opportunity to everyone—regardless of where you are working. Overview PagerDuty is a digital operations management platform that empowers the right action, when seconds matter. For the teams who build and run digital systems, PagerDuty is the best way to manage the urgent, mission-critical work that is essential to keeping digital services always on. We make it easy to handle any unplanned task, event, or opportunity, right away. We’re growing fast and looking for ambitious people who share our values and customer devotion mindset to join our high caliber team. We're looking for a market guru who will grow our market presence across the Customer Service ecosystem and help pioneer the approach of extending operations scope out to them: Customer Service Ops. You are a growth and brand leader who uses insights, intuition and data to lead our go-to-market strategy and execution. You are responsible for all things Product Marketing across our growing Customer Service Operations business. Market research, messaging and positioning for both the product, partners, and company and all the necessary programs to enable demand generation, sales and product to accelerate growth and market leadership. This role is highly visible and cross-functional, requiring communication with executive management and working directly with product management, demand generation, sales leadership and partners. This individual will also need to manage timely deliverables with strong communication and cross-functional partnering skills, and have the ability to gain shared vision on challenging decisions. Candidates must have a can do attitude and be comfortable working in a multi-faceted, fast changing environment.

How You Impact Our Vision

• Define the go-to-market strategy necessary to meet revenue goals, conduct market research to inform key decisions
• Develop product-level messaging to provide thought leadership and establish leadership among influencers, investors and media in the customer service and support ecosystem
• Determine what are core markets to pursue now, mid-term and in the future to ensure our short term activities are in line with our long term strategy
• Inform business segmentation to support growth goals that align where our strengths and take advantage of our opportunities
• Identify target customer segments and relevant personas working with product management; develop compelling value propositions to meet the needs of each persona; support acquisition and customer marketing campaigns
• Influence product roadmap and business strategy with understanding of market and customer; advocate for the right investments
• Be the expert on competition and existing and potential new competitors; inform product and sales with relevant competitive learnings and materials
• Develop and evolve our pricing and packaging strategy, working with the PM and the executive team
• Drive the content marketing strategy, working cross-functional to maximize our share of voice and support demand generation goals
• Ensure all product launches are maximized for the biggest bang: Manage and execute all product launches increase value and conversion and to drive adoption, finding new ways to inform the market in line with our brand and style.
• Develop appropriate sales and partner training, launch and messaging materials as needed; Incentive them to deliver the right message, maximize conversion and value
• Support PR and awareness activities with content, materials and speaking as needed
• Build strong relationships with our partners, develop a partner strategy and programs, working with product management and sales to strengthen our partner ecosystem and make us the partner of choice

About You

• 7+ years of technology product marketing, having built and managed teams
• Experience marketing, selling SaaS and Saas revenue models
• Domain expertise or strong understanding of the customer service software market
• BA/BS required

Preferred Skills

• Proven success developing and managing product go-to-market plans, with responsibility for revenue a plus
• Experience growing a company overall several critical growth stages (e.g. from $10M to $100M in revenue)
• Proven success developing and managing product go-to-market plans, with responsibility for revenue a plus
• Demonstrated leadership and motivational management style with the ability to align roles with strengths and mentor for development
• Experience working directly with senior management, direct sales and partners
• Strong business acumen is a must, as well as strong analytical and strategic thinking skills with ability to draw conclusions based on data
• Experience doing market research and analysis, detailed competitor and/or pricing analyses
• Exceptional ability to develop messaging that compels buyers to buy.
• Excellent communication skills with an ability to articulate a product vision and messages, especially translating technical concepts into clear, compelling language
• Detail and results oriented; skilled at both planning and hands-on execution
• Ability to excel in a team-oriented, collaborative, and fast-paced environment

Are you passionate about Joining a creative company where you are pushed beyond your comfort-zone both professionally and personally? Then apply now. Please Note: This role may be filled at a different level dependent on the candidate and based out of our San Francisco, Toronto, or Atlanta offices. Relocation Assistance not available at this time. PagerDuty Offers: - Competitive salaries and company equity - ESPP (Employee Stock Purchase Program) - Retirement plan with company match - Comprehensive benefits package from day one - Company paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent - Paid vacation time - 3 weeks accruing in first year, 4 weeks accruing every year after - Paid holidays and sick leave - Paid employee volunteer time - 20 hours per year - Bi-annual company-wide hack weeks - Mental wellness programs About PagerDuty PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management, serving over 13,800 customers and 700,000 users in 90 countries, including 60% of the Fortune 100. Led by CEO Jennifer Tejada, 50% of our board of directors is comprised of women, 45% of our managers are from underrepresented groups, and we are a proud member of the Pledge 1% Movement, committed to donating 1% Equity, 1% Employee time, and 1% Product to accelerate change in our communities. At PagerDuty, we believe you do your best work in a culture that fosters inclusion, well-being, and innovation. As a Dutonian, you will have ample opportunities to advance your career and connect with colleagues: virtual all hands calls, learning & development programs, bi-annual hack weeks, volunteering events, ERGs (employee-run groups focused on cultivating a sense of belonging for all) - there’s something for everyone. Learn more on Instagram, @pagerdutylife. From how we build our teams to who sits in the boardroom, we hope you can see yourself at PagerDuty. Additional Information PagerDuty is for people. Meaning, we extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you. PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs. Our stewardship of the data of many thousands of customers means that a background check is required to join PagerDuty. We will, nonetheless, consider for employment qualified applicants with arrest and conviction records in a manner consistent with local requirements. PagerDuty uses the E-Verify employment verification program. To all recruitment agencies: PagerDuty does not accept agency resumes. Please do not forward resumes to our jobs alias, PagerDuty employees or any other company location. PagerDuty is not responsible for any fees related to unsolicited resumes. Apply for this job