Account Partner, Professional Services

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. Job 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. Qualifications Requirement Qualifications & Skills 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. Preferred Qualifications & Skills 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. The base salary range for this position is 156,000 - 184,800 USD. This role may also be eligible for bonus, commission, equity, and/or benefits. Our base salary ranges are determined by role, level, and location. The range, which is subject to change based on primary work location, reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range, we determine pay for an individual based on a number of factors including market location, job-related knowledge, skills/competencies and experience. Your recruiter can share more about the specific offerings for this role, as well as the salary range for your primary work location during the hiring process. 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 San Francisco office twice per week, so you can thrive in your new role and fully embrace being a Dutonian! Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in: Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role. How we work Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian. People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance. What we offer As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site. Your package may include: 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 *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty 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. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.