Practice Manager - Remote Role at Grafana Labs

About the Role

Grafana Labs is seeking a skilled Practice Manager to join our remote team. This Practice Manager remote role is pivotal in driving our professional services engagements and ensuring the success of our customers' technical implementations. You will play a key role in positioning Grafana’s Professional Services as a core value to our clients.

What You'll Do

• Collaborate 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.

Nice to Have

• Experience in a high-growth, innovative environment.
• Knowledge of industry trends related to observability and monitoring.

What We Offer

• 100% Remote, Global Culture – Work with a talented team from around the world.
• Scaling Organization – Engage in meaningful work in a high-growth environment.
• Transparent Communication – Expect open decision-making and regular company-wide updates.
• Innovation-Driven – Enjoy autonomy and support to ship great work and try new things.
• Career Growth Pathways – Defined opportunities to grow and develop your career.
• Balance is Key – 30 days of annual leave with 3 days reserved for Grafana Shutdown Days.