Senior Engagement Manager

Summary

Join Grafana Labs as a Senior Engagement Manager and drive successful business outcomes for our customers in the observability space. Lead and execute the direction of customer engagements, influencing both customers and internal teams to deliver Grafana technologies that meet customer business objectives. Partner with Sales, Support, Customer Success, and Product teams to deliver resilient observability architecture. Organize and plan project deliverables, assist in motivating for improved technologies, and work directly with customers to achieve ideal outcomes. Deliver status reports, manage risks, and track engagements to create a holistic understanding of the customer experience. This role is crucial for scaling the business effectively and communicating outcomes efficiently.

Requirements

• 5+ years Engagement Management/ Project Management experience in the technology space
• 2+ years of experience in technology/software pre-sales or technical consulting
• Ability to manage multiple projects simultaneously and thrive in a fast-paced environment
• Strong problem-solving and critical-thinking abilities
• High level of business acumen and ability to translate client needs into actionable solutions
• Working knowledge of project management tools and methodologies (e.g. Rocketlane, Jira) and CRM systems (e.g. Salesforce, PlanHat)
• Excellent presentation skills with comfort speaking to customers and executives

Responsibilities

• Manage a diverse portfolio of customer projects, providing oversight and execution of project deliverables, resource management, completion of milestones and escalation management
• Lead the planning, execution and delivery of customer projects, ensuring alignment with customer expectations and business goals
• Coordinate cross-functional teams (e.g. operations, partners, sales) to deliver projects on time and within scope
• Monitor project progress, manage risks, and resolve issues and escalations in a timely manner
• 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
• Facilitate regular team meetings, providing guidance and support to ensure successful project outcomes
• 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
• Work collaboratively with a global team of engagement managers to streamline operational processes and effectively scale the business

Preferred Qualifications

Certification in Project Management (PMP, Agile, etc) is a plus

Benefits

• Equity
• Bonus (if applicable)