Senior Professional Services Operations Manager

2 days ago

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Grafana Labs

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Grafana Labs supports organizations’ monitoring, visualization and observability goals. 950,000+ active installations

Monitoring • Observability • Dashboards

501 - 1000

Description

• Partner with Professional Services team to drive capacity planning and improvements. • Run or contribute to customer onboarding projects. • Create reports and tools to analyze business performance of Professional Services organization. • Drive requirements, design, and implementation of processes, policies, strategies, and business cadences. • Coordinate Premium Services partner motion with global partners. • Collaborate with finance and analytics teams for capacity planning and operational KPI reporting. • Identify and implement improvements to customer onboarding processes. • Serve as key administrator and SME on Professional Services tool (Rocketlane). • Create and maintain documentation for Professional Services processes, programs, and offerings. • Work cross-functionally with various stakeholders across the organization.

Requirements

• 5+ years experience with GTM organizations in strategy and operations, consulting, or a similar role focused on strategy development, process optimization, and team leadership. • Experience with common sales methodologies including professional services offerings. • 3+ years of SQL experience: writing complex yet efficient SQL, including CTEs and window functions. • 1+ years of Systems Administration experience with professional services or GTM tools required (e.g. Rocketlane, Financial Force, OpenAir, etc). • Familiarity with Salesforce functionality, design, and integration into other systems. Ability to work with and understand Opportunity and Quote workflows, reporting, and integrations with other systems. • Experience partnering with a Salesforce or Tech team to introduce needed improvements to data structures, reporting, workflows, and integrations required. • Demonstrated track record of cross functional project management work and strategic thinking - ability to manage multiple stakeholders with differing requirements and prioritize appropriately for business outcomes. • Excellent communication skills with executive audiences - explain 'what it is', 'why it matters' and 'what should we do' in terms of your data and analysis. • High comfort with ambiguity. You identify the right priorities and put in the hard work without need for external motivation. • Team player with strong interpersonal skills and ability to take a leadership role. • We are a remote first company so you should be experienced and skilled at working remotely with an international team. • Located in the United States

Benefits

• Equity • Bonus (if applicable) • Other benefits listed here.