Account Partner, Professional Services

Location

• Atlanta, Georgia, United States

Overview

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. Organizations of all sizes trust PagerDuty to deliver a perfect digital experience to their customers, every time. PagerDuty helps teams 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 for Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. PagerDuty is expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing adoption by Development, IT, Customer Service, Security, and other teams.

Role Summary

Seeking an Account Partner, Professional Services to define and scale Professional Services growth strategies, drive organizational excellence, and establish measurable customer outcome frameworks across enterprise and strategic customer segments. This role owns the evolution of 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. 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; 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 (Statements of Work), 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 (AEs), Customer Success Managers (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; 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) influencing customer renewal and expansion decisions.

Scoping Pricing & Delivery Orchestration

• Partner with Delivery leadership to architect price resource engagements balancing customer transformation objectives with margin targets and scalable delivery models.
• Ensure seamless handoffs while maintaining commercial ownership; proactively identify/remove blockers; de-risk delivery; surface follow-on services/expansion opportunities.
• Align SOWs to clear scope success criteria measurable acceptance metrics timeline realism strategic value realization frameworks.

Forecasting & Operational Rigor

• Maintain accurate opportunity data multi-quarter close plans forecasts in CRM using structured sales methodologies (e.g., MEDDPICC) pipeline hygiene discipline.
• Monitor engagement health entitlement consumption customer sentiment to drive timely services utilization renewal readiness proactive expansion motions.
• Provide strategic feedback to Product Delivery teams to refine packaging pricing repeatable delivery frameworks accelerators go-to-market positioning.

Stakeholder Collaboration & Cross-Functional Partnership

• Partner with Sales Customer Success Solutions Engineering Product Marketing to sequence services with platform adoption expansion plays customer lifecycle milestones.
• Collaborate on case studies executive references customer success stories showcasing realized outcomes competitive wins services-led differentiation.
• Engage executives across customer internal teams building trusted-advisor credibility influence strategic decisions accelerate deal velocity.

Executive Engagement & Thought Leadership

• Facilitate executive workshops maturity assessments strategic roadmap sessions translating business strategy into actionable services-led transformation workstreams.
• Educate customers on service ownership best practices incident lifecycle excellence AIOps/automation value realization operational resilience frameworks.
• Serve as strategic advisor on digital operations transformation helping customers navigate organizational change toolchain consolidation platform modernization.

Qualifications

Requirement Qualifications & Skills

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

Preferred Qualifications & Skills

• Experience architecting launching new service offerings engagement models go-to-market motions scaling organization.
• Thought leadership experience: published content conference speaking industry recognition incident management SRE/DevOps AIOps operational excellence.
• Deep domain expertise incident response observability platforms on-call operations AIOps signal correlation/tuning runbook automation service ownership best practices.
• Experience selling influencing VP Eng CTO CIO SRE/DevOps IT Ops Platform/Cloud leadership enterprise strategic accounts.
• Understanding operational KPIs (MTTA/MTTR change failure rate SLO/SLA toil reduction developer productivity) designing services measurably impacting them.
• Experience leading contributing cross-functional strategic initiatives (partner ecosystem development vertical market expansion delivery transformation).
• Willingness travel for customer meetings team events industry conferences as needed.

Compensation & Work Model

The base salary range for this position is $156000 - $184800 USD. This role may also be eligible for bonus commission equity benefits. Salary ranges depend on role level location factors including market location job-related knowledge skills experience. PagerDuty embraces a flexible hybrid workplace encouraging in-person collaboration as integral part of culture.

Additional Notes

Candidates are encouraged to apply even if they do not meet every requirement. PagerDuty values potential full professional story. Location restrictions apply for employment eligibility within certain states/provinces/countries listed in the description.