by Taylor Rose, Built In Media
Originally published on Apr. 17, 2025 on Built In

Want to know the secret to being a top sales performer? Believing you are one already. 

This phenomenon is actually science-based, and is referred to as “The Galatea Effect,” which says that if you believe you will succeed, you are more likely to. 

But getting the Galatea Effect rolling is easier said than done. The secret? Having a great product that you truly believe in. 

Built In spoke with Caroline Fay, PagerDuty Strategic Enterprise Account Executive, who shared why having a product she's excited about makes all the difference for her team. 

What is most exciting about your product? Why is it a compelling time to help bring this product to market? 

The most exciting aspect of PagerDuty is how the PagerDuty Operations Cloud is revolutionizing digital operations management. Since pioneering this space in 2009, we’ve achieved remarkable product-market fit by solving critical pain points for technical teams. Our platform has processed billions of signals and incidents, creating an invaluable dataset that uniquely powers our AI capabilities and sets us apart in the industry.

In today’s digital-first world, every organization — from financial services and media companies to healthcare providers — depends on reliable digital operations to serve their customers. As digital complexity grows, these enterprises struggle with operational noise and alert fatigue. Our AI-powered platform transforms operations from reactive to proactive by predicting potential incidents before they impact business services, automating routine tasks and delivering actionable insights.

Our market leadership puts us in a prime position to harness generative AI in meaningful ways that directly improve our customers’ operational efficiency and digital experiences — making now an incredibly compelling time to be part of this transformation.

How has your sales team pushed ahead with fresh perspectives and innovative strategies? What’s ahead for the team and what’s the team’s vision for continued growth? 

The PagerDuty sales team approach centers on being trusted advisors in the digital operations landscape. We focus on demonstrating real-world applications of our platform, particularly our AI capabilities. The market opportunity is expanding as organizations prioritize digital operations excellence. PagerDuty leads in product innovation, especially with AI and automation, while maintaining our commitment to customer success. Our inclusive culture ensures we are evolving alongside our customers, helping them successfully navigate their digital transformation.

What qualities or experience will help someone thrive on the sales team? 

Success at PagerDuty comes from understanding both the technical landscape and our customers’ business challenges. We embody our value of ‘Champion the Customer’ by translating our advanced platform into measurable business outcomes that drive real value. Our collaborative environment empowers us to ‘Run Together,’ bringing diverse perspectives to customer solutions and ensuring we’re always learning and growing. We ‘Ack and Own’ every customer interaction, taking responsibility for deeply understanding their challenges and working together to implement solutions that create a lasting impact. These core values shape our sales culture, fostering an environment where competitive drive meets compassionate customer advocacy, all reinforced by collaborative teamwork. It is this unique combination that enables us to build trust, drive innovation and deliver exceptional results for our customers. Our incredible team brings these values to life every day – and yes, we’re hiring!