Professional Services Practice Manager

Summary

Join Grafana Labs as an experienced Practice Manager to lead and drive professional services engagements. This pivotal role ensures successful customer implementations and positions Professional Services as a core value. Collaborate with sales teams to sell and position services, develop offerings aligning with strategic goals, and leverage technical expertise and customer understanding. Lead the practice, ensuring high-quality service delivery. The successful candidate will define and develop service offerings, delivery frameworks, and methodologies. Track and report on key metrics related to service delivery, financial performance, and customer satisfaction.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience)
• Previous work experience as a Practice Manager, or in a Customer Success role
• Familiarity with the Observability and Grafana Labs (Open Source software experience considered a plus)
• Experience in building and executing Professional Services offerings
• Exceptional written/verbal communication and presentation skills

Responsibilities

• Work closely with the sales team to identify, position, and sell professional services engagements that align with customer needs and Grafana Labs’ strategic objectives
• Assist in the development and delivery of proposals, Statements of Work (SOWs), and pricing strategies that highlight the value of our services
• Provide expertise to guide customers on the value of Grafana Labs’ professional services, fostering long-term relationships
• Define and develop service offerings, delivery frameworks, and methodologies to address customer requirements while maximizing the effectiveness of our team
• Create accompanying sales and marketing material for all PS offerings
• Gather and act upon feedback to continuously improve service offerings and customer satisfaction
• Collaborate cross-functionally with product, engineering, marketing, and customer success teams to support customer needs and expand service offerings
• Track and report on key metrics related to service delivery, financial performance, and customer satisfaction to support business growth

Benefits

• Opportunity to work with cutting-edge technology and make a significant impact on customer success
• Opportunity to work with cutting-edge technology and industry leaders
• Collaborative and inclusive company culture
• Professional development and growth opportunities
• Equity
• Bonus (if applicable)