Professional Services Practice Manager (Remote, USA)

Grafana Labs is seeking an experienced and strategic Practice Manager to lead and drive our professional services engagements. This new role is pivotal in ensuring the success of our customer’s technical implementations and in positioning Grafana’s Professional Services (PS) as a core value to our clients. The Practice Manager will collaborate with our sales teams to help sell and position Professional Services, as well as develop offerings that align with Grafana Labs’ strategic goals. The successful candidate will bring both technical expertise and a strong understanding of customer needs to lead our practice and ensure high-quality service delivery.

Key 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.

Qualifications:

• 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

Why Join Us:

• 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.

In the US, the OTE compensation range for this role is $143,000 - $171,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.

  About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).   Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.   Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.   We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.   For information about how your personal data is used once you’ve applied to a job, check out our privacy policy.  Apply