Sr. Director of Product Marketing - Customer Service Ops

Sr. Director of Product Marketing - Customer Service Ops

This job has closed but is shown for context on data science work at PagerDuty.

Overview of the Role

We're looking for a market guru who will grow our market presence across the Customer Service ecosystem and help pioneer the approach of extending operations scope out to them: Customer Service Ops. You are a growth and brand leader who uses insights, intuition and data to lead our go-to-market strategy and execution. You are responsible for all things Product Marketing across our growing Customer Service Operations business.  Market research, messaging and positioning for both the product, partners, and company and all the necessary programs to enable demand generation, sales and product to accelerate growth and market leadership.
This role is highly visible and cross-functional, requiring communication with executive management and working directly with product management, demand generation, sales leadership and partners. This individual will also need to manage timely deliverables with strong communication and cross-functional partnering skills, and have the ability to gain shared vision on challenging decisions. Candidates must have a can do attitude and be comfortable working in a multi-faceted, fast changing environment.

How You Impact Our Vision

  • Define the go-to-market strategy necessary to meet revenue goals, conduct market research to inform key decisions
  • Develop product-level messaging to provide thought leadership and establish leadership among  influencers, investors and media in the customer service and support ecosystem
  • Determine what are core markets to pursue now, mid-term and in the future to ensure our short term activities are in line with our long term strategy
  • Inform business segmentation to support growth goals that align where our strengths and take advantage of our opportunities
  • Identify target customer segments and relevant personas working with product management; develop compelling value propositions to meet the needs of each persona; support acquisition and customer marketing campaigns
  • Influence product roadmap and business strategy with understanding of market and customer; advocate for the right investments
  • Be the expert on competition and existing and potential new competitors; inform product and sales with relevant competitive learnings and materials
  • Develop and evolve our pricing and packaging strategy, working with the PM and the executive team
  • Drive the content marketing strategy, working cross-functional to maximize our share of voice and support demand generation goals
  • Ensure all product launches are maximized for the biggest bang: Manage and execute all product launches increase value and conversion and to drive adoption, finding new ways to inform the market in line with our brand and style.
  • Develop appropriate sales and partner training, launch and messaging materials as needed; Incentive them to deliver the right message, maximize conversion and value
  • Support PR and awareness activities with content, materials and speaking as needed
  • Build strong relationships with our partners, develop a partner strategy and programs, working with product management and sales to strengthen our partner ecosystem and make us the partner of choice

About You

  • 7+ years of technology product marketing, having built and managed teams
  • Experience marketing, selling SaaS and Saas revenue models
  • Domain expertise or strong understanding of the customer service software market
  • BA/BS required

Preferred Skills

  • Proven success developing and managing product go-to-market plans, with responsibility for revenue a plus
  • Experience growing a company overall several critical growth stages (e.g. from $10M to $100M in revenue)
  • Proven success developing and managing product go-to-market plans, with responsibility for revenue a plus
  • Demonstrated leadership and motivational management style with the ability to align roles with strengths and mentor for development
  • Experience working directly with senior management, direct sales and partners
  • Strong business acumen is a must, as well as strong analytical and strategic thinking skills with ability to draw conclusions based on data
  • Experience doing market research and analysis, detailed competitor and/or pricing analyses
  • Exceptional ability to develop messaging that compels buyers to buy.
  • Excellent communication skills with an ability to articulate a product vision and messages, especially translating technical concepts into clear, compelling language
  • Detail and results oriented; skilled at both planning and hands-on execution
  • Ability to excel in a team-oriented, collaborative, and fast-paced environment
This job has closed but is shown for context on data science work at PagerDuty.
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