Grafana Labs seeks a dynamic Manager for our Engagement Management team, one who shares our enthusiasm for driving successful business outcomes in the observability domain. As a Manager of Engagement Managers, you will build and motivate a distinguished group of project leaders who set the direction and ensure the success of customer engagements. They build frameworks and tools to ensure we are scaling our services and customer management practices effectively. They set the standard for how we organize our projects and communicate their outcomes to customers. They serve as a Customer Experience center of excellence, working to drive continuous improvement and operational rigor. They own systems, templates and frameworks that create impactful customer moments–onboarding, migrations and executive business reviews to name a few.
This role will collaborate closely with Sales, Support, Customer Success, and Product teams to build repeatable process that results in resilient observability solutions aligned with customer and business objectives. This role involves managing teams who craft Statements of Work (SOWs), advocate for technological advancements to the Products team, manage customer projects, drive operational scale, and manage customer escalations. This team drives real results for our customers.
Responsibilities
- As a Grafana Professional Services team member, you will manage a team of Engagement Managers, who ensure Solutions and Observability Architects are effectively utilized and driving successful customer outcomes.
- Attract, recruit, ramp, and mentor a team of great Engagement Managers from diverse backgrounds and experiences.
- Get the best out of your team with a servant-based leadership approach.
- Design and maintain frameworks to drive customer lifecycle events.
- Partner with the CX and cross-functional leadership on customer programs, marketing initiatives and community/company events to drive adoption and expansion within our customer base.
- Build a team who can manage services and other engagements to successful completion
- Build a team that provides gold standard deck formats, dashboards, systems and project management tools to the CX organization
- Help ensure that customers’ requirements are being met with our product through partnership with Product Management and Engineering.
- Help your team manage critical escalations
- With your team, build and share case studies
- Own the product/field feedback loop for the Customer Experience team
Basic Qualifications
- 2+ years of managing Engagement Management, CSM or TAM teams in a related space
- 3+ years Engagement Management/ Project Management experience in the technology space
- 3+ years of experience in infrastructure architecture, database architecture, applications, and networking, or similar technologies.
- Strong project and program management skills
- Presentation skills with comfort speaking to customers and executives
- CSM experience a plus
- Working knowledge of project management tools and methodologies
- You will love solving complex technical challenges and building relationships with customers
- Self-motivated, detail-oriented, and enjoy continuously learning. Able and willing to develop a strong knowledge of our infrastructure and products.
- Excellent presentation skills with comfort speaking to customers and executives
- Able to hold people accountable to deadlines, including executives
Preferred Qualifications
- Experience building/maintaining observability solutions
- Excellent communication and writing skills.
- PMP Certification
- Experience with distributed applications preferred
- Some understanding of Kubernetes
- Observability (monitoring) background
- 2+ years of technical experience, ideally with Open Source technologies, or in the Metrics/Monitoring/Observability space
- Track record of building effective templates, processes and frameworks to drive success
In the United States, the base compensation range for this role is $173,000 - $208,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.
About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with
Grafana Cloud or self-managed with the
Grafana Enterprise Stack, both featuring scalable metrics (
Grafana Mimir), logs (
Grafana Loki), and traces (
Grafana Tempo).
Benefits: For more information about the perks and benefits of working at Grafana, please check out our
careers page.
Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.
We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.
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