Engagement Manager

Company Overview

Grafana Labs is a remote-first, open-source powerhouse with over 20 million users globally. Our open-source visualization tool, Grafana, is used to monitor diverse systems, from beehives to climate change initiatives. Our dashboards are recognized worldwide, appearing in contexts ranging from NASA launches to major sporting events. Grafana Labs also supports over 3,000 companies, including Bloomberg, JPMorgan Chase, and eBay, in managing their observability strategies with the Grafana LGTM Stack. This stack can be utilized as a fully managed service through Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We are experiencing rapid growth while remaining committed to our core values: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment characterized by transparency, autonomy, and trust.

We encourage you to apply even if you don't meet every single requirement. If this role excites you, we believe it could be a significant career-defining opportunity.

Position Overview

Grafana Labs is seeking an Engagement Manager passionate about driving successful business outcomes for our customers in the observability space. As a key member of our Professional Services department, Engagement Managers act as project leaders, defining and executing the direction of customer engagements. They influence both customer and internal teams to manage and deliver Grafana technologies that achieve customer business objectives. This role involves building processes and tooling to ensure effective business scaling, proper project organization, and efficient communication of outcomes.

Engagement Managers in Grafana Professional Services collaborate with Sales, Support, Customer Success, and Product teams to deliver resilient observability architectures that address customer and business needs. They are responsible for organizing and planning project deliverables outlined in the Statement of Work (SOW), assisting the Products team in advocating for technology improvements, and embedding with customers to ensure ideal outcomes. Key activities include delivering status reports, unblocking customers, conducting recurring customer meetings, communicating risks, and tracking engagements. This role is crucial for fostering a holistic understanding of the customer experience across Sales, Support, and the Customer Experience team.

Responsibilities

• Project Management:
  • Manage a diverse portfolio of customer projects, providing oversight and execution of project deliverables.
  • Oversee resource management, milestone completion, and escalation management for customer projects.
  • Lead the planning, execution, and delivery of customer projects, ensuring alignment with customer expectations and business goals.
  • Monitor project progress, manage risks, and resolve issues and escalations promptly.
  • 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.
• Team Collaboration & Coordination:
  • Coordinate cross-functional teams, including operations and partners, to deliver projects on time and within scope.
  • Facilitate regular team meetings, providing guidance and support to ensure successful project outcomes.
  • Work collaboratively with a global team of engagement managers to streamline operational processes and effectively scale the business.
• Process Improvement & Strategy:
  • 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.
  • Assist our Products team in motivating for improved technologies based on customer insights.

Requirements

• Experience:
  • 3+ years of Engagement Management or Project Management experience in the technology space.
  • 2+ years of experience in technology/software pre-sales or technical consulting.
• Skills:
  • Ability to manage multiple projects simultaneously.

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