Professional Services Practice Manager (Remote, USA)

Details

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.

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.

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.

Benefits

• Opportunity to work with cutting-edge technology and make a significant impact on customer success.
• Collaborative and inclusive company culture.
• Professional development and growth opportunities.