Senior Professional Services Operations Manager (Remote, USA)

Grafana’s GTM organization is looking for a Manager of Professional Services Operations to partner with our Professional Services team.  Reporting to our Director of Customer Experience Operations, you will work with our Professional Services team to drive both short-term and long-term capacity planning, organizational scale, process and system improvements, and partners.  Additionally, you will run or contribute to projects directly related to customers onboarding with Grafana.  To be successful, you will be able to operate in an unstructured, fast paced environment as you help build the foundations for future growth.

Key Responsibilities

• Create and update reports, dashboards, and tools to analyze business performance of our Professional Services organization, set operational targets, manage project capacity of the team, and provide updates to the larger Go-To-Market team on lead times and priorities.
• Drive requirements, design, and implementation of processes, policies, strategies, and business cadences.
• Coordinate our Professional Services partner motion, consisting of multiple partners around the world.
• Partner with our finance and analytics teams to plan capacity and report on operational KPIs.
• Identify and implement improvements to Grafana’s customer onboarding processes, including educational resources designed for onboarding at scale.
• Serve as the key administrator and Subject Matter Expert (SME) on our Professional Services tool (Rocketlane).
• Create and maintain documentation for our Professional Services processes, programs, and offerings.
• Work cross-functionally with stakeholders across the organization, including Sales, Solutions Engineering, Customer Success, Technical Support, Finance, Data and Analytics, Product and Engineering, and more.

Requirements

• 5+ years experience with GTM organizations in strategy and operations, consulting, or a similar role focused on strategy development, process optimization, and team leadership. 
• Experience with common sales methodologies including professional services offerings.
• 3+ years of SQL experience: writing complex yet efficient SQL, including CTEs and window functions.
• 1+ years of Systems Administration experience with professional services or GTM tools required (e.g. Rocketlane, Financial Force, OpenAir, etc).
• Familiarity with Salesforce functionality, design, and integration into other systems.  Ability to work with and understand Opportunity and Quote workflows, reporting, and integrations with other systems. 
•  Experience partnering with a Salesforce or Tech team to introduce needed improvements to data structures, reporting, workflows, and integrations required.
• Demonstrated track record of cross functional project management work and strategic thinking - ability to manage multiple stakeholders with differing requirements and prioritize appropriately for business outcomes.
• Excellent communication skills with executive audiences - explain “what it is”, “why it matters” and “what should we do” in terms of your data and analysis.
• High comfort with ambiguity. You identify the right priorities and put in the hard work without need for external motivation.
• Team player with strong interpersonal skills and ability to take a leadership role.
• We are a remote first company so you should be experienced and skilled at working remotely with an international team.
• Located in the United States

A plus if you have the following

• Previous experience in open source.
• Understanding of SaaS consumption business metrics with concepts like committed revenue and flexible consumption pricing.

What you’ll bring to the role

You are an entrepreneurial and industrious leader that thrives collaborating with teammates that challenge you to grow every day. Your background in PS/GTM gives you the confidence to hit the ground running to quickly add value and rigor to Grafana’s field teams. You carefully balance the ability to put a hard technical problem under a microscope, without losing sight of the bigger picture required to effectively communicate with stakeholders.  You prioritize those things that are important and urgent (instead of just doing more).

In the United States, the OTE compensation range for this role is $165,000 - $200,000.  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 here.