Senior Engagement Manager

Details

Grafana Labs is a remote-first, open-source company with a large global user base for the Grafana observability platform. The Professional Services team helps customers realize business outcomes using Grafana Cloud or the Grafana Enterprise Stack (including metrics with Grafana Mimir, logs with Grafana Loki, and traces with Grafana Tempo). Grafana Labs values transparency, autonomy, and a collaborative culture.

Responsibilities

• Manage a diverse portfolio of customer projects, providing oversight and execution of project deliverables, resource management, milestone completion and escalation management.
• Lead the planning, execution and delivery of customer projects, ensuring alignment with customer expectations and business goals.
• Coordinate cross-functional teams (operations, partners, sales, support, product) 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; present to customers and executives comfortably.
• 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.
• Collaborate with a global team of engagement managers to streamline operational processes and scale the business.

Requirements

• 3+ 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 the ability to translate client needs into actionable solutions.
• Working knowledge of project management tools and methodologies (examples: Rocketlane, Jira) and CRM systems (examples: Salesforce, PlanHat).
• Certification in Project Management (PMP, Agile, etc.) is a plus.
• Excellent presentation skills and comfort speaking to customers and executives.
• Experience working closely with Sales, Support, Product, and Customer Success teams; experience with Professional Services delivery and customer-facing engagements is expected.

Compensation and Benefits

• OTE compensation range in the UK: £87,000 - £104,000 (actual compensation may vary based on level, experience, and skillset). Roles include Restricted Stock Units (RSUs).
• 100% remote / remote-first global culture; in-person onboarding is provided.
• Global annual leave policy of 30 days per annum (3 days reserved for Grafana Shutdown Days). Local legislation will be complied with where applicable.
• Transparent communication, career growth pathways, and an innovation-driven environment.

Equal Opportunity & Recruitment Notes

• Grafana Labs is an equal opportunity employer and will recruit, train, compensate, and promote regardless of protected characteristics.
• Grafana Labs may utilize AI tools in recruitment to assist matching CVs to job postings; recruitment team will manually review CVs.