Manager, Engagement Managers (Remote, USA)

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 a 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 US, the OTE compensation range for this role is $197,000 - $235,000. 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.

*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.