Automation Strategic Technical Account Manager

Role Overview:

As a Technical Account Manager, you will sit at the nexus between the Customer Success Manager, the Account Executive, Professional Consultants, and Support. Whether it is helping understand the customer environments and potential technical landmines or supporting one of our native integrations, you are fundamental to helping customers realize and optimize our Automation Product Suite capabilities.

You are an extraordinary partner – to sales, to product, to your customers. You play the part of consultant, technical guru, product specialist, and teacher, with a committed dedication to exceptional customer service. You build strong, significant, and compassionate relationships to internal and external partners, no matter their level.

You’ve got technical chops. You demonstrate a knowledge of IT monitoring tools or IT Operations. You run the technical discovery process and are capable of handling questions in an RFP, RFI and security questionnaires. You help customers design integrations to provide seamless implementation with their current technology stack.

You are an excellent and compelling communicator. You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive. You have experience supporting SaaS and on-prem customer managed products; you can articulate the business value of our solution.

You are excellent at multitasking, are self driven, and can work both independently and with a cross functional team. You have project management skills and account management experience. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail. 

How You Impact Our Vision: Key Responsibilities

• You play the part of a consultant, project manager, technical guru, product specialist, and teacher, with a committed dedication to exceptional customer experience. 
• You build strong, significant, and compassionate relationships to internal and external partners, no matter their level.
• You demonstrate knowledge of IT monitoring tools and IT Operations, have supported Java applications and can do basic scripting.
• You will run the technical discovery process and are capable of handling questions in security questionnaires. 
• You help customers design integrations to provide a seamless implementation with their current technology stack.
• You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive. 
• You have experience supporting products in both the SaaS world and on-prem. 
• You can articulate the business value of our solution and drive the long term goals.

About You: Skills and Attributes:

• You are an extraordinary partner – to the account/product team and to your customers
• You are excellent at multitasking, are self-driven, and can work both independently and with a cross-functional team
• You have project management skills and account management experience. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail

About You:

• Experience managing customer engagements and proof of concepts/value
• Ability to create and deliver demonstrations to small or large groups
• Ability to script in BASH and python, competent using the Linux CLI, and knowledge APIs
• Experience with enterprise infrastructure, including cloud deployments and containers
• Strong communication skills to build and manage relationships with new and existing clients, with a focus on growth
• Ability to travel to customer sites as necessary (~25%)

Preferred Qualifications:

• You have an understanding of CI/CD, infrastructure as code, CSM (Gitlab, Github, Bitbucket), provisioning (Ansible, FarGate, Terraform, Cloudformation), 
• IT operations in cloud-hosted or on-prem environments (K8, vsphere, OpenStack, Oracle Cloud, EC2, GCP, or Azure), 
• Relational database management (MySQL, Postgres, MSSQL, Oracle), remote system management using SSH, WinRM, and REST APIs, BASH and Powershell CLI, as well as monitoring (DataDog, Cloudwatch, Sensu, NewRelic, ServiceNow, etc) 
• You know and understand our space (or you’re already a fan of our product!)
• You're experienced in enterprise and commercial support and consulting

PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning.

This role is expected to come into our Sydney (New South Wales) office one time per week, so you can thrive in your new role and fully embrace being a Dutonian!