Engagement Manager

Position Overview

Grafana Labs is seeking a passionate Engagement Manager to drive successful business outcomes for our customers in the observability space. As a project leader within Grafana’s Professional Services department, you will set and execute the direction of customer engagements, influencing both customers and internal teams to deliver Grafana technologies that realize customer business objectives. You will also build processes and tooling to ensure effective business scaling, correct project organization, and efficient communication of outcomes.

Engagement Managers partner with Sales, Support, Customer Success, and Product to deliver resilient observability architecture and address customer and business outcomes. Your role will involve organizing and planning project deliverables, motivating for improved technologies with our Products team, and embedding with customers to deliver ideal outcomes. You will be responsible for delivering status reports, unblocking customers, holding recurring customer meetings, communicating risks, and tracking engagements. This 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

• 3+ years of Engagement Management/Project Management experience in the technology space.
• 2+ years of experience in technology/software pre-sales or technical consulting.
• Fluent in German.
• 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.

Compensation and Benefits

• Location Type: [Not Specified]
• Employment Type: [Not Specified]
• Salary: In Germany, the base compensation range for this role is €91,000 - €110,000. 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

Grafana Labs is the company behind Grafana, the open-source visualization tool with over 20 million users globally. Grafana is used to monitor everything from beehives to climate change in the Alps, with its recognizable dashboards appearing everywhere from NASA launches and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also supports over 3,000 companies.