Remote Director Observability Architect

Summary

Join Grafana Labs in creating an elite team that will redefine post-sales technical partnership in the industry: the Observability Architect. In this role, you’ll build the team who pioneers this new function and lead a transformation of our Customer Experience organization.

Requirements

• 3+ years leading a post-sales technical team
• 5+ years in the high tech industry having held roles such as TAM Manager, SE Manager, Professional Services Manager, Developer, Sales Engineer/Architect, Manager, etc
• Direct technical experience in observability or closely related field
• Direct experience mentoring, developing people and managing performance over time
• Experience in Open Source or Cloud first/Product lifecycle management a big plus
• Deeply knowledgeable of the operational expertise in observability strongly preferred
• Direct experience selling monitoring/data/visualization products
• Creativity in solving customer adoption Challenges
• Hire and maintain teams that can assist customers in troubleshooting technical issues that may arise as well as assisting with RCA
• Experience forecasting headcount needs
• First class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers

Responsibilities

• Attract, recruit, ramp, and mentor a team of great managers and Observability Architects from diverse backgrounds and experiences
• Guide the Observability Architecture team to become a technically deep, reliable partner to our customers as they implement our tools
• Be responsible for consumption, retention and expansion
• Work alongside the Engagement Management team to define, build, enhance and execute impactful customer lifecycle frameworks
• Direct the bulk of your day-to-day work based on guidance and goals from leadership, owning the planning, actions and outcomes of your teams
• 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 will be key to your success. The right candidate will be a thought leader to customers and internally within Grafana Labs
• 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
• Contribute to renewals forecasting
• Build a team that educate and enables viewers, editors, and architects on how to leverage the Grafana stack
• Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers
• Work with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material