Manager of Professional Services

Chronosphere is the observability platform built for control in the modern, containerized world. Chronosphere empowers customers to focus on the data and insights that matter by reducing data complexity, optimizing costs, and remediating issues faster. The observability platform reduces data volumes and associated costs by 60% on average while saving developers thousands of hours. Chronosphere’s Fluent Bit-based Telemetry Pipeline optimizes and simplifies observability and security log data. The product transforms logs at the source and routes them to any destination without lock-in.

Recognized as a leader by major analyst firms, Chronosphere is trusted by the world’s most innovative brands, including Snap, Robinhood, DoorDash, and Zillow. Learn more at Chronosphere.io. Follow at LinkedIn and X.

About the role

The manager of professional services will lead and leverage a team of solution architects and implementation engineers to drive the value of our customers’ investments in the Chronosphere platform. This role will actively assist the sales and customer success architect (CSA) teams in medium and large complex opportunities in the pre-sales and post-sales stages, respectively, focusing on solving customer use cases and providing technical, hands-on advisory and implementation post-sale. This leader will define new playbooks, review existing processes, and modify them for the best customer experience (CX) and fast value delivery. As part of the same, the person will lead the development of a knowledge base repository of best practices, reference designs, and architectures. As a people leader, this role will be responsible for recruiting and leading the team. This leader will coach the team members, providing best-in-class enablement, and work with each team member on an individual development plan. As part of the customer experience leadership team, the professional services manager will play a key part in defining and driving the future roadmap and strategy of the customer experience function. 

You will

• Recruit, coach and develop a high performing team of solution architects and implementation engineers.

• Be responsible for building professional services offerings & packages.

• Work very closely with the sales and sales engineering organizations in the presales process in solving customer use cases and complex scenarios ,thereby helping articulate Chronosphere value propositions to prospects.

• Build new playbooks for delivering services while optimizing existing ones that solution architects and solutions engineers use for customer onboarding and adoption. Lead the customer onboarding and adoption playbook definitions focusing on technical deliverables.

• Be a real force multiplier who will build, coach and guide a team of stellar solution architects and solutions engineers.

• Be a champion of processes and systems that will help solution architects and implementation engineers operate most effectively and efficiently.

• Support sales and support teams globally on large/ complex opportunities by providing technical expertise and design suggestions, along with narratives that support the business impact of our recommendations.

• Champion automation and tool-building efforts to remove toil out of service delivery and increase the productivity of SAs and implementation engineers.

• Lead the development of a knowledge base that will help both customers and the internal teams with the most common use cases, best practices and reference designs & architecture.

• Proactively optimize onboarding processes so that the customer journey to value milestones gets faster with every new customer onboarding.

• Build or guide the team in building customer scope of work statement and broader onboarding & technical deliverable plans & documentation in both the pre-sales and post-sales stages.

• Attend executive business reviews with customers, lead the strategic technical discussions and build customers into evangelists by building partnerships.

You Have

• 10+ years of technology experience in relevant domains.

• 5+ years of experience managing professional services or solutions engineering teams, including high-level strategy, leadership, hands-on execution, and problem-solving.

• Hands-on, customer-facing experience working with technology executives delivering solutions in the observability, DevOps or broader developer productivity ecosystem.

• Experience in building and developing high-performing teams, with an emphasis on driving results in a high complexity cross-functional environment.

• Been part of fast-paced, high ambiguity business environments working with complex customer use cases.

• Experience building playbooks and processes targeted at faster customer value realization.

• Ability to learn continuously, optimize and redefine playbooks with learnings from every new customer engagement.

• Proven track record of developing teams through coaching and guidance, with enablement and continuous learning as fundamental principles.

Nice to Have

• Observability domain experience

• Work experience with high growth startups

• History of building teams and processes from scratch to scale

• Experience launching commercial professional services

• Statement of work and services delivery

Location:

US- Remote

Team:

Reporting to Director, Customer Experience

• Health Insurance Coverage

• Flexible Time Off

• Competitive Salary

• Stock Options

• And More

Chronosphere is an equal opportunity employer. You're encouraged to apply even if your experience doesn't line up exactly with the job description. Your skills, passion, and desire to make a difference will stand out. At Chronosphere, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected]

Before clicking “Submit Application”. 

To support our Diversity, Equity, and Inclusion (DEI) initiatives, we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However, applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional, Chronosphere is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring.

Identifying information includes your name, photos, LinkedIn URL, email address, and more.

Compensation Range: $174K