Director, Observability Architect (Remote, USA)

Are you passionate about orchestrating an industry-leading customer experience? Grafana is evolving to create an elite team that will redefine post sales technical partnership in the industry: the Observability Architect. In this role, you’ll build the team who pioneers this new function.This is an exciting opportunity to lead a transformation of our Customer Experience organization. 

Position  Overview: Observability Architects will plot the path to observability maturity and walk it with the customer. They will work hand in glove with our Engagement Managers, who manage service engagements and serve as a customer lifecycle Centre of Excellence. As director of Observability Architecture at Grafana Labs, you will be at the vanguard of evolving our practice to meet the unique demands of our customers. 

You and your teams will own the long term adoption, expansion and overall experience of Grafana's customers. The OA team will create impactful experiences and execute them in moments that matter to our customers–executive business reviews, business value reviews, workshops and training. They will provide direct implementation assistance at times to facilitate adoption and expansion. In short, you will lead teams that drive Grafana Labs’s worldwide growth by educating existing customers to ensure they are happy, successful and realizing genuine value.  The OA will be our customers’ primary technical contact as well as their voice to the Product Management and Engineering teams. 

You’ll build a team that will drive results for our customers and be the envy of the Observability space.

Your Impact:

• Attract, recruit, ramp, and mentor a team of great managers and Observability Architects from diverse backgrounds and experiences.  
• Guide the Observability Architecture team to become a technically deep, reliable partner to our customers as they implement our tools.
• Be responsible for consumption, retention and expansion.
• Work alongside the Engagement Management team to define, build, enhance and execute impactful customer lifecycle frameworks.
• Direct the bulk of your day-to-day work based on guidance and goals from leadership, owning the planning, actions and outcomes of your teams.
• 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 will be key to your success. The right candidate will be a thought leader to customers and internally within Grafana Labs. 
• 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.  
• Contribute to renewals forecasting.
• Build a team that educate and enables viewers, editors, and architects on how to leverage the Grafana stack.
• Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers.
• 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 post-sales technical team, 5+ years in the high tech industry having held roles such as TAM Manager, SE Manager, Professional Services Manager, Developer, Sales Engineer/Architect, Manager, etc.
• Direct technical experience in observability or closely related field 
• Direct experience mentoring, developing people and managing performance over time.
• Experience in Open Source or Cloud first/Product lifecycle management a big plus.  
• Deeply knowledgeable of the operational expertise in observability strongly preferred.
• Direct experience selling monitoring/data/visualization products.  
• Creativity in solving customer adoption Challenges.
• Hire and maintain teams that can assist customers in troubleshooting technical issues that may arise as well as assisting with RCA.
• Experience forecasting headcount needs.
• 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 running teams that solve technical challenges and thrive on bringing creative solutions to our customers