Manager of Professional Services

Summary

Join Chronosphere's growing team as a Manager of Professional Services, leading a team of solution architects and implementation engineers. You will drive customer value by actively assisting sales and customer success teams in complex opportunities, focusing on solving customer use cases and providing technical advisory and implementation support. This role involves defining new playbooks, reviewing processes, and developing a knowledge base repository of best practices. You will also be responsible for recruiting, coaching, and developing your team members. As part of the customer experience leadership team, you will contribute to defining and driving the future roadmap and strategy of the customer experience function. This position offers the opportunity to work remotely in the US.

Requirements

• 10+ years of technology experience in relevant domains
• 5+ years of experience managing professional services or solutions engineering teams, including high-level strategy, leadership, hands-on execution, and problem-solving
• Hands-on, customer-facing experience working with technology executives delivering solutions in the observability, DevOps or broader developer productivity ecosystem
• Experience in building and developing high-performing teams, with an emphasis on driving results in a high complexity cross-functional environment
• Been part of fast-paced, high ambiguity business environments working with complex customer use cases
• Experience building playbooks and processes targeted at faster customer value realization
• Ability to learn continuously, optimize and redefine playbooks with learnings from every new customer engagement
• Proven track record of developing teams through coaching and guidance, with enablement and continuous learning as fundamental principles

Responsibilities

• Recruit, coach and develop a high performing team of solution architects and implementation engineers
• Be responsible for building professional services offerings & packages
• Work very closely with the sales and sales engineering organizations in the presales process in solving customer use cases and complex scenarios ,thereby helping articulate Chronosphere value propositions to prospects
• Build new playbooks for delivering services while optimizing existing ones that solution architects and solutions engineers use for customer onboarding and adoption. Lead the customer onboarding and adoption playbook definitions focusing on technical deliverables
• Be a real force multiplier who will build, coach and guide a team of stellar solution architects and solutions engineers
• Be a champion of processes and systems that will help solution architects and implementation engineers operate most effectively and efficiently
• Support sales and support teams globally on large/ complex opportunities by providing technical expertise and design suggestions, along with narratives that support the business impact of our recommendations
• Champion automation and tool-building efforts to remove toil out of service delivery and increase the productivity of SAs and implementation engineers
• Lead the development of a knowledge base that will help both customers and the internal teams with the most common use cases, best practices and reference designs & architecture
• Proactively optimize onboarding processes so that the customer journey to value milestones gets faster with every new customer onboarding
• Build or guide the team in building customer scope of work statement and broader onboarding & technical deliverable plans & documentation in both the pre-sales and post-sales stages
• Attend executive business reviews with customers, lead the strategic technical discussions and build customers into evangelists by building partnerships

Preferred Qualifications

• Observability domain experience
• Work experience with high growth startups
• History of building teams and processes from scratch to scale
• Experience launching commercial professional services
• Statement of work and services delivery

Benefits

• Health Insurance Coverage
• Flexible Time Off
• Competitive Salary
• Stock Options