Summary
Join Grafana Labs's elite team as an Observability Architect and help drive the transformation of their Customer Experience organization. As a pioneer in this new function, you'll plot the path to observability maturity and walk it with customers. You will own the long-term adoption, expansion, and overall experience of Grafana's customers.
Requirements
- Bachelorβs degree in Computer Science, Information Technology, Math or a related field (or equivalent experience)
- Experience deploying and operating Kubernetes
- 5+ years of experience in a technical support, technical account management, consulting, SE or Professional Services role within the technology industry
- Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus
- Proven ability to manage multiple clients and projects simultaneously
- Excellent problem-solving and analytical skills
- Outstanding communication and interpersonal skills
- Experience with relevant tools and technologies, e.g., CRM software, ticketing systems, specific programming languages
- Ability to travel as needed to meet with clients (up to 25%)
Responsibilities
- Serve as the primary technical point of contact for a portfolio of clients
- Design the observability maturity journey of customers and assist them on that path
- Provide expert-level troubleshooting and guidance to drive adoption
- Assist clients with implementation, configuration, and optimization
- Conduct regular technical reviews and health checks to ensure client success. Assist in RCA
- Participate in onboarding and customer activation
- Advise clients on best practices and strategies for leveraging our technology to achieve their business goals
- Participate in services delivery rotation to keep skills current
- Collaborate with clients to develop and execute technical roadmaps
- Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new features
- Assist in delivering PS engagements on a rotation to keep skills current. Generally 1-3 weeks/year
- Develop and maintain strong, long-term relationships with key stakeholders
- With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle
- Be responsible for consumption, retention and expansion within your portfolio
- Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests
- Conduct training sessions and workshops to educate clients on our technology
- Develop and deliver technical documentation, guides, and tutorials
- Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects
- Prepare and present reports on client metrics, achievements, and areas of focus
Preferred Qualifications
- 5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space
- Great at connecting product usage to value (ROI)
- Great at managing customer lifecycle
Benefits
- Equity
- Bonus (if applicable)