Manager, Customer Solutions Engineering, (Remote, EMEA)

  • Grafana Labs
  • United Kingdom
  • 05 Jul, 2024

Job Description

Make a difference.

This is an exciting opportunity to be an early member of our new, elite Customer Solutions Engineering team. As a Manager of Customer Solutions Engineering for the EMEA region at Grafana Labs, you will be responsible for all aspects of building and managing a team of high-performing Customer Solution Engineers. This team will be our in-house, customer-facing solution experts. The Customer Solutions Engineer is a deep technical and sales specialist who will own the platform adoption and expansion experience for Grafana's customers. They will be responsible for the rapid and successful application of our technology. The Customer SE team enables Grafana Labs’s worldwide growth by educating existing customers to ensure they are happy and successful.  We share our technical and product expertise with customers through demos, hands-on enablement, presentations, design guidance, technical evaluations and ongoing interaction. We also partner closely with our Sales team to help qualify and close opportunities. The Customer SE team is also one of the primary communication routes from our customers through into the Product Management and Engineering teams. 

 Your Impact:

  • Attract, recruit, ramp, and mentor a team of great CSE’s from diverse backgrounds and experiences.  
  • Get the best out of your team with a servant-based leadership approach.  Adopting a player/coach mentality will be critical here, ensuring that you balance your field responsibilities with the needs of your team. 
  • Direct the bulk of your day-to-day work based on guidance and goals from leadership, owning the planning, actions and outcomes of the region.  
  • Partner with the US Sales leadership on customer programs, marketing initiatives and community/company events to drive adoption and expansion within our customer base.
  • Executive sponsorship of key accounts in the region will be key to your success.  The right candidate will be a thought leader to customers and internally within Grafana Labs. 
  • Understanding your key customers’ strategies for adoption of Grafana technologies and developing programs and collateral to enable them to be successful.  
  • Ensure that your customers’ requirements are being met with our product through partnership with Product Management and Engineering 
  • Own and report on the quarter over quarter cadence of your team while they help prospects evaluate our software with demonstrations, technical deep dives, trials and POVs.  
  • Educating and enabling viewers, editors, and architects how to leverage the Grafana stack
  • Assist with building/modifying critical SLA dashboards within the production environment.
  • Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers.
  • Proactively communicate with customers and internal teams to provide a feedback loop on our products and the competitive landscape
  • Work with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material

What would make you a good fit for this role?

  • 3+ years leading a team, 5+ years in the high tech industry having held roles such as Developer, Sales Engineer/Architect, Manager, etc.
  • Direct experience mentoring, developing people and managing performance over time.
  • Experience in Open Source selling or Cloud first/Product led sales go to market motion a big plus.  
  • Deeply knowledgeable of the Operational Expertise in the Grafana Platform (LGTM)
  • Direct experience selling monitoring/data/visualization products.  
  • You will be creative in solving Customer Adoption Challenges.
  • Proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis. 
  • Identify and provide timely workarounds and solutions to meet a customer’s business needs.
  • You have extensive Grafana Deployment Design Expertise
  • You will need first class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers.  You will need to be able to skillfully articulate our value proposition and the technical advantages of our products
  • You will love solving technical challenges and thrive on bringing creative solutions to our customers 


In the United Kingdom, the OTE compensation range for this role is $X - $Y.  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.
 
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