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 content
• Collaborate with Customer Experience strategy teams to create and manage engaging and useful onboarding documentation, videos, presentation material for customers
• Document and share customer success and intervention stories 
• Maintain a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, connecting trends and themes as you go
• Have deep observability expertise in order to implement, train and troubleshoot with our customers.
• Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution
• Work with the team to enhance customer documentation and create internal enablement material
• Effective in understanding business needs and distilling the information into business and technical requirements.
• Comfortable working with business and technological requirements and translating into the design of solutions, including data visualization, workflow recommendations, migrations, and enterprise scale architecture.
• Speed is paramount. This team is nimble and is the fulcrum to accelerate the delivery of the solution for customers.
• Be a strong advocate for adherence to standards and best practices.
• Stay current on Grafana Labs, observability, and related technologies.
• Youll be a key resource for our Sales, Product Management, Engineering, Support, and Professional Services teams as they look to drive innovation and improvements into future product and offering enhancements.
• If you enjoy working with customers to help them succeed and thrive on working with leading-edge technologies, this is the role for you.

Required Skills / Experience:

• 2+ years of leadership experience
• 3+ years of technical, SaaS experience, specifically in a technical observability background, preferably with Open Source technologies, or in the Metrics/Monitoring space
• 2+ years of experience working on deployment teams, using project management techniques.
• Direct experience with o11y.
• Experience as an Onboarding Solutions Architect (preferred)
• Best practices for both using and deploying an o11y stack (visualization, alerting, metrics, logs, traces) - preferably with Grafana products (Grafana, Prometheus/Cortex/Enterprise Metrics, Loki/Enterprise Logs, Jaeger/Tempo).
• A proven track record of successful delivery of customer projects, preferably enterprise o11y implementations for large customers
• Self-starter, adept at picking up new skills and technologies, and eager to break new ground.
• Excellent communication skills to communicate with customers, partners, and internal members.
• Vision to help us take our company to the next level.
• Executive Presence.*nix and Windows Server Administration.
• Kubernetes (kubectl, Helm, Tanka preferred).
• Experience with Cloud Platforms - AWS, GCP, Azure.
• Systems Architecture design.

In the United States, the OTE compensation range for this role is $191,000 - $230,000.  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.