Manager of Observability Architects

Employment Type: [To be specified] Location Type: [To be specified] Salary: [To be specified]

Position Overview

This is an exciting opportunity to be an early member of our new Observability Architecture team – a technically elite team that will redefine what a Customer Solution Engineer is in our industry. As a Manager of Observability Architects at Grafana Labs, you will be at the vanguard of evolving our practice to meet the unique demands of our customers. This team will become the envy of the Observability space. You will be responsible for all aspects of building and managing a team of high-performing Observability Architects. This team will be our in-house, customer-facing solution experts.

The Observability Architect is a deep technical and customer lifecycle specialist who, with the help of Engagement Managers, will own the platform onboarding, adoption and expansion experience for Grafana's customers. They will be responsible for the rapid and successful application of our technology. The OA team enables Grafana Labs’s worldwide growth by educating existing customers to ensure they are happy, successful and realizing genuine value. We share our technical and product expertise with customers through demos, hands-on enablement, presentations, design guidance, technical evaluations and ongoing interaction. We also partner closely with our Sales team to help qualify and close opportunities. The OA team will be our customers’ primary technical contact as well as the voice of our customers to the Product Management and Engineering teams.

Your Impact

• Attract, recruit, ramp, and mentor a team of great Observability Architects from diverse backgrounds and experiences.
• With our Engagement Management team, help define, build and execute impactful customer lifecycle frameworks.
• Get the best out of your team with a servant-based leadership approach. Adopting a player/coach mentality will be critical here, ensuring that you balance your field responsibilities with the needs of your team.
• Be responsible for retention and expansion.
• Direct the bulk of your day-to-day work based on guidance and goals from leadership, owning the planning, actions and outcomes of the region.
• Partner with the US Sales leadership on customer programs, marketing initiatives and community/company events to drive adoption and expansion within our customer base.
• Executive sponsorship of key accounts in the region will be key to your success. The right candidate will be a thought leader to customers and internally within Grafana Labs.
• Understanding and contributing to your key customers’ strategies for adoption of Grafana technologies. Developing programs and collateral to enable them to achieve their goals.
• Ensure that your customers’ requirements are being met with our product through partnership with Product Management and Engineering.
• Own and report on the quarter over quarter cadence of your team while they help prospects evaluate our software with demonstrations, technical deep dives, trials and POVs.
• Educating and enabling viewers, editors, and architects how to leverage the Grafana stack.
• Assist with building/modifying critical SLA dashboards within the production environment.
• Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers.
• Proactively communicate with customers and internal teams to provide a feedback loop on our products and the competitive landscape.
• Work with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material.

What would make you a good fit for this role?

• 3+ years leading a team, 5+ years in the high tech industry having held roles such as TAM Manager, SE Manager, Developer, Sales Engineer/Architect, Manager, etc.
• Direct experience mentoring, developing people and managing performance over time.
• Experience in Open Source selling or Cloud first/P...