\nAs a Director of Support, you will build and lead a team of Customer Experience Associates and Technical Support Specialists, setting a bar of excellence for CX at Postscript.  As a leader on the team, you will help develop our evolved support strategy to align with our ever-increasing and more technical customer base. You’ll work cross-functionally with other key leaders to ensure our customers receive high-quality, quick, and thorough resolutions.  You will be a culture driver in maintaining and continuing the high standard of excellence our customers have grown to expect.  \n\nThis position is fully remote. \nPrimary duties\n\n\n* Develop and drive the strategic direction of the Postscript Support organization\n\n* Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge\n\n* Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction\n\n* Foster a strong sense of accountability to customers and other Postscript team members\n\n* Develop plans for team members’ continued career growth and have regular coaching and feedback sessions\n\n* Develop the capabilities of our technical support specialist function\n\n* Develop and implement regular reporting cadence on Support metrics and team performance. \n\n* Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions\n\n* Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. \n\n* Help automate support processes when appropriate\n\n* Identify opportunities to continuously improve the customer experience\n\n* Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks\n\n* Develop and implement effective, repeatable processes and playbooks for your team. \n\n* Update our systems and tools to increase efficiency and effectiveness \n\n\n\nWhat We’ll Love About You\n\n\n* 5+ years Sr. Manager/Director - level experience in Support, leading  high-performing teams\n\n* Demonstrated experience with building mid-stage Support teams\n\n* Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists\n\n* Demonstrated history of strong team performance, preferably in hyper-growth environments\n\n* Demonstrated ability to collaborate cross-functionally to improve processes\n\n* Strong process orientation and ability to drive a consistent and repeatable experience \n\n* Strong analytical skills, with a data-driven, metrics-oriented mindset\n\n* Strong technical skills, able to understand the nuances of Postscript’s product and SMS deliverability\n\n* Demonstrated passion for e-commerce businesses and entrepreneurship\n\n\n\nWhat You’ll Love About Us\n\n\n* Salary range of USD $114,000-$130,000 base plus significant equity (we do not have geo based salaries)\n\n* High growth startup - plenty of room for you to directly impact the company and grow your career!\n\n* Work from home (or wherever)\n\n* Fun - We’re passionate and enjoy what we do\n\n* Competitive compensation and opportunity for equity\n\n* Flexible paid time off\n\n* Health, dental, vision insurance\n\n\n\nWhat to expect from our hiring process:\n\n\n* Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. \n\n* Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. \n\n* Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.\n\n* Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!\n\n* Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!\n\n* Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.\n\n* Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!\n\n\n\n\nFor information about how we use your personal data, please see our U.S. Job Applicant Privacy Notice \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Recruiter, Video and Marketing jobs that are similar:\n\n $50,000 — $80,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nPhoenix, Arizona, United States

\nPagerDuty is seeking a Majors Account Executive to join our new customer acquisition team! In this role, you will report to a Director of Enterprise Sales, and will be focused on acquiring new logo accounts in the Enterprise space.  Your target accounts will fit our ideal customer profile model in the +500 million in revenue space that will include approximately 200 “best fit” accounts. These accounts have been targeted as they have a higher propensity to buy and expand with PagerDuty.  Daily responsibilities include creating, developing, and managing net-new business deals with an emphasis on strategic planning, leveraging a team selling approach and engaging in proof of value / concept engagements with prospects to earn their business.  You will partner with our BDR’s (business development team), Marketing campaign team, Alliance team, Executives and others to support your efforts and help you drive success.\n\nDo you have a proven track record of success in a collaborative selling environment? Are you skilled in prospecting, organizing, and enjoy achieving victories? This is an exceptional opportunity for someone who is passionate about a progressive sales approach, has experience selling complex solutions, and enjoys thinking strategically and creatively in order to achieve a goal. If you possess excellent time management skills, enjoy working collaboratively with other Go To Market functions (Marketing, Alliances), and have a resilient and tenacious approach to selling, we would love to talk to you! \n\nKey Responsibilities:\n\nValue Selling - Focus on highlighting the unique PD value and benefit our products and services can provide to a customer. It goes beyond just features and price, emphasizing the impact and solutions that address the customer's specific needs or challenges\n\n\n* Understanding the problems and focus areas of your stakeholders and effectively communicating the technical wins and strategic business outcomes we can align to and drive with a PagerDuty partnership \n\n* Aligning use cases with the appropriate service offering / product\n\n* Ensuring complete buyer satisfaction in all interactions\n\n\n\n\nSales Effectiveness - Establishing, overseeing and maintaining genuine connections with customers\n\n\n* Negotiating positive business outcomes with new customers for PagerDuty with a view to long term partnership success\n\n* Strong presentation skills verbally and visually by customizing content and slides to an internal or external audience; shares information with customers to build credibility, show integrity, and highlight the value of PagerDuty; and tailors presentations to suit the audience's level and interests. \n\n* Encouraging positive conversations between new or potentially new customers and sales teams, leading to solutions aligned with the customer's strategic vision. \n\n\n\n\nSales Execution - Ensuring that one’s own and other’s work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled to contribute to PagerDuty's long-term strategic initiatives\n\n\n* Planning - Mapping out your territory assignment, priority account targets and working with your greater support team to drive an effective territory strategy\n\n* Prospecting - leveraging our Marketing, Alliances, BDR programs to develop a point of view and approach to opening net new logo opportunities with a specific focus on Executive level alignment\n\n* Documenting key qualification details, including use case, purchase timeframes, and next steps (MEDDIC & COM Framework)\n\n* Closing and managing land-and-expand deals with the main focus on acquiring new customers\n\n\n\n\nBasic Qualifications\n\n\n* 5-8 years field sales experience, preferably in software sales / SaaS sales\n\n* 3-5 years New Logo Closing experience in a direct selling capacity (Can be in a hybrid expansion / new logo role)\n\n* Closed strategic new logo accounts in the Enterprise space (Accounts with over 1 Billion in Revenue)\n\n* Sold in a multi-product selling environment before\n\n* Permanent, unrestricted work authorization in the US, and based in Eastern time zone\n\n\n\n\nPreferred Qualifications:\n\n\n* Proven ability to quickly gain trust with senior leaders, internal and external\n\n* Highly organized with exceptional follow up skills\n\n* Thorough understanding of the back office within organizations and the challenges they face to execute on their roles\n\n* Previous Sales Methodology training (e.g. MEDDIC, SPIN, CoM, Challenger Sales)\n\n\n\n\n \n\nThe base salary range for this position is 105,000 - 115,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.\n\nOur 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.\n\nYour 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. \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to SaaS, Senior, Marketing and Sales jobs that are similar:\n\n $60,000 — $130,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n

\nThe Role\n\nAs the Commercial Director for the UKI and EU SMB Hub, you will be responsible for driving sustainable, profitable revenue growth with our critically important portfolio of small and medium business (SMB) partners spanning UK, Ireland, France, Italy & Belgium.  Your remit covers SMB partner acquisition (UKI-only), on-boarding and remote account management of SMB partners across the restaurant, grocery and newly launched retail verticals. \n\nYour team consists of c.170 enthusiastic, multi-national frontline agents predominantly based in our contact centre in Manchester and which is led by a small functional management team that reports to you. To deliver your goals, you will collaborate closely with cross-functional teams including local Commercial teams, UKI Regional Growth, Restaurant Product, Marketing and Finance as well as working with your peers on the Commercial Leadership team responsible for our other partner segments.\n\nThis is a high profile role that is also a core member of the UK&I and EU Leadership Teams, giving you exposure to all the critical decisions involved with running Deliveroo’s largest business unit. The role is well suited to an excellent general manager that is able to combine analytical and commercial rigour, a bias to action in building high quality processes enabled by technology and the ability to inspire and motivate a large, diverse team.\n\nWhat you’ll be responsible for\n\n1. Enhancing the effectiveness of our sales capability to ensure we have a leading selection of SMB partners available on Deliveroo\n\n\n* Optimise our use of market intelligence and analytics to identify and prioritise the highest potential prospects to target in each town and city, including the ability to identify and target future partners such that Deliveroo gains first-mover advantage\n\n* Implement routines to ensure a systematic, scaleable and commercially robust approach to converting SMB prospects through a variety of contact methods\n\n* Leverage process improvements and contact centre technologies to ensure the sales cycle is delivered with the right cost-to-serve given the potential each prospect represents\n\n\n\n\n2. Delivering an effective on-boarding processes that sets our partners up for success on Deliveroo\n\n\n* Ensure our on-boarding processes enable new signings to activate on Deliveroo quickly with a minimum amount of friction\n\n* Build a scalable early-stage remote account management capability that ensure newly activated partners make fast start on the platform thanks to the quality of account support and guidance we provide in the first critical months of operation\n\n\n\n\n3. Establishing a scalable remote account management model that supports and encourages SMB partners to maximise their delivery potential with Deliveroo\n\n\n* Optimise and roll-out a new model for account management that reflects the potential opportunity of each partner and incentivises proactive, self-led improvements by the partner \n\n* Collaborate with a cross-functional team to deploy the correct processes and tooling to facilitate such an approach while balancing the cost-to-serve for Deliveroo in terms of account-servicing resource required\n\n\n\n\n4. Build, coach and lead an exceptional commercial and operational team that is engaged, inclusive and high-performing\n\n\n* Create a compelling vision with a strong sense of unity and desire to win together across a large team of frontline colleagues\n\n* Establish routines and support infrastructure (including L&D) to ensure high quality standards are achieved and maintained while supporting our frontline colleagues to build a successful career with Deliveroo\n\n* Foster collaboration throughout the organisation, understanding the benefit and importance of strong central / local collaboration\n\n\n\n\n5. Leverage expertise to support the SMB functions of other markets not covered by the SMB Hub\n\nKey Leadership Competencies\n\n\n* \n\nThought-leadership: utilises data, insight from across markets and external best-practice to shape a clear vision for the future as to how we can create an efficient, executionally-impactful and engaged commercial organisation. Is able to translate this vision into a structured roadmap of initiatives that can be delivered by their team.  \n\n\n* \n\nProblem solving: Expertly evaluates complex trade offs around competing business and financial priorities. Models good strategic decision making skills for the rest of the department and organisation. \n\n\n* \n\nDelivery: sets clear performance management frameworks and routines to ensure objectives are met, with escalation routes in place to resolve off-track issues.  Builds a performance culture that celebrates successes while learning from mistakes whilst avoiding a “blame culture”.\n\n\n* \n\nCustomer-led, sales-led approach: role models best practice in core commercial technical skills including how to understand customer needs and objections, a strong ability to identify compelling, commercially-led hooks that drive action. Is able to build this into the team culture across diverse group of commercial and non-commercial individuals\n\n\n* \n\nCommunication & Influence: Effectively manages self and teams of any size; is a trusted advisor to senior stakeholders and teams around the business. Is able to hold their own and influence multiple Execs. Successfully represents Deliveroo with senior external stakeholders and/or in external engagements.\n\n\n* \n\nChange Management: Role-models a growth mindset that embraces change and deploys best-practice approaches to win hearts and minds and that ultimately embeds change into the organisation. Exhibits solid intuition around how other players in the broader ecosystem are likely to act.   \n\n\n* \n\nTeam Development: Empowers managers below them to run a mature, high-performing team. Proactively engages in the development, growth, and retention of people across their business unit.\n\n\n* \n\nCommunity-Building: Sponsors departmental or cross-functional initiative(s) that strengthen Deliveroo (e.g. training, mentoring, diversity and inclusion, recognition). Is responsible for hiring and maintaining a strong and diverse workforce.  \n\n\n\n\nWhy Deliveroo\n\nOur mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. . We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.\n\nWe are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.\n\nWorkplace & Benefits\n\n\nAt Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.\n\n\nDiversity\n\nAt Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.\n\nWe are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed. \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Finance, Senior, Marketing and Sales jobs that are similar:\n\n $70,000 — $115,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nManchester, England, United Kingdom