Senior Engagement Manager EST (Remote, USA)

Grafana Labs is looking for a Senior Engagement Manager who is passionate about driving successful business outcomes for our customers in the observability space. Engagement Managers within Grafana’s Professional Services department are project leaders who set and execute the direction of customer engagements. They influence both the customer and our internal teams to manage and deliver Grafana technologies that realize customer business objectives. They build process and tooling to ensure we are scaling our business effectively, organizing our projects correctly, and communicating outcomes efficiently.

Engagement Managers in Grafana Professional Services will partner with Sales, Support, Customer Success, and Product to deliver resilient observability architecture, addressing customer and business outcomes. Engagement Managers organize and plan for the project deliverables in the SOW, assist our Products team in motivating for improved technologies, and embed with customers to deliver ideal outcomes. They deliver status reports, unblock customers, hold recurring customer meetings, communicate risks, and track engagements. The Engagement Manager's role is critical to creating a holistic understanding of the customer experience for Sales, Support, and the Customer Experience team.

Responsibilities:

• Manage a diverse portfolio of customer projects, providing oversight and execution of project deliverables, resource management, completion of milestones, and escalation management
• Lead the planning, execution, and delivery of customer projects, ensuring alignment with customer expectations and business goals
• Coordinate cross-functional teams (e.g. operations, partners, sales) to deliver projects on time and within scope
• Monitor project progress, manage risks, and resolve issues and escalations in a timely manner
• Prepare and present regular project status reports to customers, highlighting progress, outcomes, and next steps
• Work with customers to define project scope and objectives that align with their strategic goals
• Facilitate regular team meetings, providing guidance and support to ensure successful project outcomes
• Analyze customer feedback and data to inform decision-making and continuous improvement efforts
• Use data-driven insights to recommend enhancements to customer strategies or engagement approaches
• Review and monitor regional resource availability to maximize utilization for project staffing
• Work collaboratively with a global team of engagement managers to streamline operational processes and effectively scale the business

Requirements:

• 5+ years Engagement Management/ Project Management experience in the technology space.
• 2+ years of experience in technology/software pre-sales or technical consulting
• Ability to manage multiple projects simultaneously and thrive in a fast-paced environment
• Strong problem-solving and critical-thinking abilities
• High level of business acumen and ability to translate client needs into actionable solutions
• Working knowledge of project management tools and methodologies (e.g. Rocketlane, Jira) and CRM systems (e.g. Salesforce, PlanHat)
• Certification in Project Management (PMP, Agile, etc) is a plus.
• Excellent presentation skills with comfort speaking to customers and executives

In the US, the OTE range for this role is$196,000 - $236,000. 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.