Manager, Onboarding Solutions Architect (Remote, USA)

We are creating a team to hyper accelerate our customers’ first realization of value. We’re looking for a Manager to create and lead a specialized team of SAs (Pro Services engineers) who focus solely on implementing Grafana and ensuring customers are fully activated in their first 90 days. This new team will be highly visible and will transform our organization and our customers’ experience.

Position Overview

The Customer Experience teams drive outcomes with Grafana customers throughout their lifecycle. The first 90 days of that lifecycle are the most critical to realization of business and technical value. We’re giving this phase the focus it demands. This is the reason we’re creating the Onboarding Solutions Architect team.

The Onboarding Solutions Architect Manager will be a player/coach, working directly with their team as well as new customers to execute an industry-dominating onboarding experience. You will work with various functions to ensure your team has everything they need to fully activate customers. You will be directly responsible to ensure customers receive value from Grafana and adopt Enterprise functionality. Where customers are lagging behind their implementation, you and your team will provide prescriptive, technical guidance on how to adopt the various products. You’ll leverage training content, data, insights from partner teams and prescriptive guides to engage with customers during the most critical part of their Grafana journey. You will help create and execute the frameworks to drive all Onboarding Solutions Architect functions. You will directly implement Grafana for and with customers alongside your team.

You need to understand the ecosystem of services that our customers use, and work with the customer to ensure successful adoption in the first 90 days. We’d expect you to have a grasp of Kubernetes fundamentals as well as metrics, logs, traces and profiling.

As a new program to Grafana Labs, successful candidates will be scrappy, technical and self-driven. They’ll be excited to join a growing company and transform our organization and the customers’ experience alike!

Responsibilities include:

• Lead a team of Onboarding Solutions Architects
• Help create onboarding frameworks and content
• Provision licenses for new customers 
• Directly implement Grafana functionality during customer onboarding
• Be responsible for full activation within 90 days
• Collaborate with Sales, SEs and Observability Architects to ensure a smooth and seamless knowledge transfer from pre to post sales
• Teach training sessions using our standard …