Senior Program Manager, Csg Operations

hace 2 semanas

Santiago de Chile PagerDuty A tiempo completo

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

Visit our careers site to explore life at PagerDuty, discover opportunities, and sign-up for job alerts

PagerDuty is seeking an individual to join our Customer Success team as a Senior Program Manager focussed heavily on data and analytics. In this role, you will influence the strategy and execution for Customer Success by developing a deep understanding of the drivers of customer retention, adoption, growth and maturity at PagerDuty. You will provide insightful analyses and actionable recommendations to drive the business toward reduction of churn and downgrade. You will lead and execute high-impact data analysis projects which are cross-functional giving you the opportunity to partner with many teams across PagerDuty. You will own forecasting and reporting on the monthly, quarterly and annual performance for the Customer Success team.

**KEY RESPONSIBILITIES**
- Mine and analyze data; identify areas to improve resource utilization, increase revenue, enhance services margin, and minimize risk.
- Conduct data deep dives and help identify key strategic insights to improve our business.
- Drive and support the building and adoption of a recurring reporting cadence to give the business insight into health and activity metrics.
- Create and maintain dashboards that monitor KPIs and leverage data to identify, define, and evaluate projects that will move the needle for our customers and support other team members.
- Collaborate with stakeholders to understand their data analysis needs and requirements
- Create interactive and visually compelling dashboards

**BASIC QUALIFICATIONS**
- 8-10 years working experience
- Bachelor's degree
- Advanced reporting and analytical skills
- Advanced experience in Excel
- Experience building reports and dashboards in Salesforce
- Ability to translate complex data into simple insights, and communicate them effectively and experience using data to inform decision making.
- Self-disciplined and organized with a strong attention to detail and commitment to delivering high-quality work

**Not sure if you qualify?**

**Where we work**

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

**How we work**

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.
- Champion the Customer | Put users first to design great products and experiences.
- Run Together | Build strong teams that amplify our impact on users.
- Take the Lead | Disrupt and invent to be the first choice for users.
- Ack + Own | Take ownership and action to deliver more efficiently to users.
- Bring Your Self | Bring your best self to build empathy and trust with users.

**What we offer**

**One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations.**

Your package may include:

- Competitive salary and company equity
- Comprehensive benefits package from day one
- Flexible work arrangements
- 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)
- Generous paid vacation time
- Paid holidays and sick leave
- Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
- 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

**About PagerDuty**

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build

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