Account Partner, Professional Services

PagerDuty•San Francisco, CA

23h•Hybrid

About The Position

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization. We are seeking an Account Partner, Professional Services to define and scale Professional Services growth strategies, drive organizational excellence, and establish measurable customer outcome frameworks across PagerDuty's enterprise and strategic customer segments. This role owns the evolution of our services go-to-market motion, architects repeatable engagement models, and partners with Sales, Customer Success, Solutions Engineering, Delivery, Product, and Marketing leadership to align advisory, implementation, enablement, and automation services to market needs spanning incident response, AIOps, and service ownership. The ideal candidate is a strategic leader and consultative seller who builds organizational capabilities, defines best practices that scale across the Professional Services team, translates market insights into service innovation, and consistently drives portfolio-level growth, customer outcomes, and team effectiveness.

Requirements

8+ years in Professional Services sales, solutions consulting, or services leadership within SaaS or enterprise software; proven track record of strategic impact and organizational influence.
Demonstrated success defining go-to-market strategies, building service offerings, or leading cross-functional initiatives that drive measurable business outcomes.
Deep expertise in consultative selling: multi-threaded relationship building (C-level to technical), discovery, business case creation, executive storytelling, and complex deal orchestration.
Strong strategic and analytical skills: ability to synthesize market insights, customer feedback, and operational data into actionable strategies and frameworks.
Proven ability to mentor, enable, and scale teams: experience creating playbooks, training programs, or best practices that improve collective performance.
Executive presence and communication: ability to influence senior leadership, facilitate strategic workshops, and represent the company externally.
Rigorous operational discipline: expertise in sales methodologies (MEDDICC/MEDDPICC), forecasting, pipeline management, and CRM hygiene.
Technical fluency: ability to translate incident response, AIOps, automation, observability, and integration concepts into quantified business value and risk reduction.

Nice To Haves

Experience architecting or launching new service offerings, engagement models, or go-to-market motions in a scaling organization.
Thought leadership experience: published content, conference speaking, or industry recognition in incident management, SRE/DevOps, AIOps, or operational excellence.
Deep domain expertise in incident response, observability platforms, on-call operations, AIOps signal correlation/tuning, runbook automation, and service ownership best practices.
Experience selling to and influencing VP Eng, CTO, CIO, SRE/DevOps, IT Ops, and Platform/Cloud leadership in enterprise and strategic accounts.
Understanding of operational KPIs (MTTA/MTTR, change failure rate, SLO/SLA, toil reduction, developer productivity) and how to design services that measurably impact them.
Experience leading or contributing to cross-functional strategic initiatives (e.g., partner ecosystem development, vertical market expansion, delivery transformation).
Willingness to travel for customer meetings, team events, and industry conferences as needed.
You know and understand our space and actively shape it—you're not just a fan of our products, you influence how the market thinks about operational excellence.

Responsibilities

Pipeline Development & Selling Motion Architect and execute multi-threaded Professional Services strategies within strategic and enterprise accounts; orchestrate 2–12 week services deal cycles with executive alignment and commercial rigor.
Consistently meet or exceed services bookings, attach-rate, and consumption targets while driving predictable pipeline generation and velocity metrics.
Lead discovery to map business-critical pains (noise, toil, on-call fatigue, change risk, slow comms) to differentiated service offerings, scoped SOWs, and multi-phase engagement roadmaps.
Deliver compelling value narratives (ROI, time-to-value, risk mitigation, competitive differentiation) tailored to C-level and VP stakeholders across IT, Engineering, and Operations.
Account Strategy & Customer Value Co-architect account strategies with Account Executives, CSMs, and Solutions Engineers to align enterprise business outcomes with services-led transformation milestones and measurable impact.
Position services as strategic enablers across incident response maturity, AIOps signal tuning/event orchestration, automation/runbooks, AI-driven operations, and enterprise integrations (e.g., ServiceNow, Jira, Slack/Teams, AWS, Datadog, New Relic, Splunk, GitHub/GitLab, Terraform).
Drive adoption and quantifiable business impact (e.g., MTTA/MTTR reduction, toil elimination, developer productivity gains, SLO adherence, operational cost savings) that influence customer renewal and expansion decisions.
Scoping, Pricing & Delivery Orchestration Partner with Delivery leadership to architect, price, and resource engagements that balance customer transformation objectives with margin targets and scalable delivery models.
Ensure seamless handoffs while maintaining commercial ownership; proactively identify and remove blockers, de-risk delivery, and surface follow-on services and expansion opportunities.
Align SOWs to clear scope, success criteria, measurable acceptance metrics, timeline realism, and strategic value realization frameworks.
Forecasting & Operational Rigor Maintain accurate opportunity data, multi-quarter close plans, and forecasts in CRM using structured sales methodologies (e.g., MEDDPICC) and pipeline hygiene discipline.
Monitor engagement health, entitlement consumption, and customer sentiment to drive timely services utilization, renewal readiness, and proactive expansion motions.
Provide strategic feedback to Product and Delivery teams to refine packaging, pricing, repeatable delivery frameworks, accelerators, and go-to-market positioning.
Stakeholder Collaboration & Cross-Functional Partnership Partner with Sales, Customer Success, Solutions Engineering, Product, and Marketing to sequence services with platform adoption, expansion plays, and customer lifecycle milestones.
Collaborate on case studies, executive references, and customer success stories that showcase realized outcomes, competitive wins, and services-led differentiation.
Engage executives across customer and internal teams to build trusted-advisor credibility, influence strategic decisions, and accelerate deal velocity.
Executive Engagement & Thought Leadership Facilitate executive workshops, maturity assessments, and strategic roadmap sessions that translate business strategy into actionable, services-led transformation workstreams.
Educate customers on service ownership best practices, incident lifecycle excellence, AIOps/automation value realization, and operational resilience frameworks.
Serve as a strategic advisor on digital operations transformation, helping customers navigate organizational change, toolchain consolidation, and platform modernization.

Benefits

Competitive salary
Comprehensive benefits package
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)
Paid volunteer time off: 20 hours per year
Company-wide hack weeks
Mental wellness programs