Senior Engagement Manager (Remote, USA)

The Senior Engagement Manager at Grafana Labs is responsible for managing a diverse portfolio of customer projects, including planning, execution, and delivery. This role involves overseeing project deliverables, resource management, and ensuring alignment with customer expectations and business goals. They also coordinate cross-functional teams and prepare regular project status reports, all while fostering effective communication between internal teams and customers.

To qualify for the Senior Engagement Manager position at Grafana Labs, candidates should have at least 3 years of experience in Engagement Management or Project Management within the technology sector. Additionally, having 2 years of experience in technology/software pre-sales or technical consulting is beneficial. Strong problem-solving skills, business acumen, and proficiency in project management tools such as Jira or Rocketlane are also highly valued.

Senior Engagement Managers at Grafana Labs utilize various project management tools and CRM systems to effectively manage their projects. Familiarity with tools like Jira, Rocketlane, Salesforce, and PlanHat will aid in delivering projects on time and ensuring a smooth workflow between teams. A deep understanding of these tools enhances their ability to monitor project progress and communicate effectively with stakeholders.

An Engagement Manager plays a pivotal role in customer success at Grafana Labs by ensuring projects align with the strategic goals of clients. By facilitating regular customer meetings, addressing issues promptly, and leveraging data-driven insights, they help refine customer strategies and engagement approaches. This focus on collaboration and continuous improvement drives successful outcomes for clients leveraging Grafana technologies.

The base salary range for the Senior Engagement Manager role at Grafana Labs is between $140,000 and $167,000, depending on the individual's level of experience and skills. Alongside the competitive salary, employees are offered additional benefits, including equity and bonuses, making it a rewarding opportunity.

When managing multiple projects, I prioritize effective communication and organization. I utilize project management tools to keep track of milestones and deadlines for each project. Additionally, I conduct regular check-ins with my team to identify any potential roadblocks early and ensure we remain on schedule while maintaining high-quality outcomes.

To ensure alignment, I engage with the customer at the project's start to clearly define expectations and deliverables. Regular status updates and meetings allow for continuous feedback and adjustments throughout the project lifecycle, ensuring that we meet customer needs effectively.

I prioritize transparency and regular updates, utilizing shared platforms for project documentation and communication. I ensure meetings are held frequently to discuss progress and roadblocks collectively, fostering a collaborative environment that encourages input from all teams involved.

In a previous project, we faced a sudden resource shortage that threatened our timeline. I quickly assessed the situation and reached out to other teams to reallocate resources effectively, while also communicating transparently with the client throughout the process. This ensured we remained on track, and the client appreciated our proactive approach.

I prefer using tools like Jira and Rocketlane for project management due to their robust functionalities that aid in tracking progress and facilitating collaboration. These platforms allow for real-time updates and visibility into project statuses, which are critical for managing timelines and team efforts effectively.

I actively seek customer feedback throughout the project to identify areas for improvement. Analyzing feedback and data enables me to make informed decisions that enhance strategies and approaches, ensuring we deliver the best possible outcomes and foster strong, lasting relationships.

My experience in technical consulting has equipped me with a deep understanding of client needs and technology. This background allows me to bridge gaps between technical teams and clients, ensuring that project solutions not only meet business goals but also are technically feasible and efficient.

I prepare by collecting data that clearly illustrates ongoing progress, milestones achieved, and the impact of our efforts on client objectives. I focus on delivering concise, actionable insights while being ready to address any concerns or questions they might have to build trust and confidence in our strategy.

KPIs are essential for measuring project success. I establish relevant KPIs at the project inception and revisit them regularly to ensure we are aligned with the client’s strategic goals and objectives. This data-driven approach allows for timely adjustments to course-correct and achieve the desired outcomes.

A successful Engagement Manager should possess strong communication skills, an aptitude for problem-solving, and the ability to build rapport with clients. Additionally, having a deep understanding of technology and its application in solving client challenges is paramount to driving projects towards success.