Customer Onboarding Specialist (Remote, US)

Do you enjoy building relationships, solving challenges, and learning new technology? If you do, come join our CX team at Grafana Labs!

The Customer Success team drives product adoption through a series of impactful, digital and human-touch engagements that enable our Growth customers to maximize their business and technical value with Grafana.   The first 90 days of a customer are the most critical, and when properly onboarded, they are able to adopt Grafana, accelerating their time to value.

The Customer Onboarding Specialist will work with customers in the Growth segment to oversee the customer onboarding processes and work with various functions to ensure everything required to create the best customer experience is achieved. You will be working with customers during their first 60-90 days, responsible for ensuring customers consume Grafana and adopt Enterprise functionality.  Where customers are lagging behind their implementation, you will provide prescriptive, technical guidance on how to adopt the various products.  You’ll do this by leveraging data and insights from the Professional Services team, Customer Success team, as well as our Self-Serve team to engage with customers at specific points in their Grafana journey.  

As a new program to Grafana Labs, successful candidates will be scrappy and self-driven, excited to join a growing company and have a big impact on customers and the organization alike!

You need to understand the ecosystem of services that our customers use, and work with the customer to ensure success with Grafana at the center. We’d expect you to understand why Kubernetes is popular, how it relates to Prometheus and the difference between logs, metrics and traces.

Responsibilities include:

• Provision licenses for new customers 
• Collaborate with Sales and Customer Success to ensure a smooth and seamless knowledge transfer from pre to post sales
• Take ownership of new customers and lead the onboarding processes for our Growth customers to help them get implemented and consuming our technology
• Collaborate with Success leadership and CX strategy teams to create and manage engaging and useful onboarding documentation, videos, presentation material for customers
• Partner with the Growth and CX Strategy teams to execute a coordinated and successful outreach strategy at scale 
• Knowledge-share and collaborate with both self-serve and high touch customer success to incorporate wins into the Growth engagement strategy
• Document and share customer success stories and intervention stories 
• Conduct virtual and asynch meetings according to our Customer Success framework to drive implementation, product adoption, and ensure retention
• Maintain a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, connecting trends and themes as you go
• You need to understand the ecosystem of services that our customers use and work with the customer to ensure success with Grafana at the center. We’d expect you to understand why Kubernetes is popular, how it relates to Prometheus, the difference between logs and metrics
• Conduct onboarding post-mortems, create recommendations based on lessons learned, identify both successful and unsuccessful elements of onboarding/implementations, and document established best practices for onboarding.
• Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution
• Work with the team to enhance customer documentation and create internal enablement material

Required Skills / Experience:

• 3+ years of technical, SaaS experience, specifically in a technical observability background, preferably with Open Source technologies, or in the Metrics/Monitoring space  
• Must have the ability to develop strong understanding of Grafana’s infrastructure and products 
• We’re a startup so your job duties will be varied and complex and will require strong judgment, collaboration, and leadership
• We are a remote first company so you should be experienced and skilled at working remotely with an international team
• Experience building relationships with clients, and communicating creatively, via email, video and compelling, consumable content
• You will need first class written and oral communication skills both to collaborate with a broad range 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 enjoy learning new technologies and will roll up your sleeves to learn how things work
• You will love solving complex technical challenges and think