Engagement Manager - Professional Services

Cribl

Remote
  • Job Type: Full-Time
  • Function: Professional Svcs
  • Industry: Enterprise
  • Post Date: 09/22/2022
  • Website: cribl.io
  • Company Address: 44 Tehama St, Ste 201, San Francisco, CA 94105

About Cribl

Cribl is a company built to solve customer challenges and enable customer choice. Its solutions deliver innovative and customizable controls to route security and machine data where it has the most value.

Job Description

Cribl unlocks the value of observability data.

Our products deliver choice and control over the rising volumes of telemetry data, enabling every organization to realize the value of all their observability data without limitation. Backed by the industry’s leading venture capitalists, including CRV, Sequoia Capital, Greylock Partners, Redpoint Ventures, and IVP, our solutions are deployed across organizations of all sizes. Many of the biggest names in the most demanding industries trust Cribl to solve their most pressing observability needs.

At our core, we foster an inclusive, values-aligned culture where all belong. We believe in a remote-first operating model, empowering the flexibility to do your best work, wherever you are. We’re also growing rapidly, welcoming collaborative, curious, and motivated team members who are passionate about putting customers first. 

Join the herd and unlock your opportunity.

 

What You’ll Accomplish

Process Management

  • Builds and maintains best practices related to Service Delivery, Services Partner operations.
  • Works with all teams adhering to best practices and business guidelines and utilizes collaboration tools to access and share new assets, information, and updates
  • Effectively executes the SOW process in partnership with sales and legal teams
  • Collaborates with CSMs, Sales and Consultants to make sure projects are initiated on a timely basis with a qualified team that reflects the customer’s expectations
  • Ensures that Cribl delivers successful outcomes to the customer as documented in the SOW by reviewing project status with Cribl teams and the customer
  • Involved in remediation of customer problems by bringing together the proper internal teams to quickly resolve the issue.

 Resource Management

  • Resource Management of small and large services implementations in a high-volume environment.
  • Work with customers, Account Managers and PS Management on scheduling projects in a timely manner.
  • Work with partner delivery resources on availability.
  • Proactively escalate potential customer satisfaction issues, internal operational issues and PS team issues with the appropriate teams.
  • Make sure processes are adhered to before the start of projects.
  • Manage resource utilization. Ensure resources are meeting targets and optimized for success.
  • Train and support other departments on Professional Services processes and respond to requests as needed.
  • Contact for account managers, delivery managers, sales, customers and consultants to help coordinate and manage all PS engagements.

 

What You’ll Bring

  • Demonstrated solution understanding and success criteria by leveraging methodologies, blue prints, templates and successful experiences with related solutions
  • Competency in Analytical Problem Solving, Customer/Partner Relationships, Product & Technology Expertise
  • Project Management skills to manage customers. In some cases will provide Project Management oversight depending on the size of the territory they are looking after.
  • IT Service delivery and support.
  • Ability to analyze and solve problems, perform complex tasks, and prioritize multiple projects.
  • Can handle time sensitive and pressure situations.
  • Strong interpersonal skills and the ability to work effectively with a wide variety of individuals in a diverse community.
  • Knowledge of business practices and procedures.
  • Excellent organization and time management skills.
  • Experience in a customer service role.
  • Comfortable working with management and well-versed in the practices and demands of progressive and evolving Services organizations.
  • Can operate independently and multi-task, in a fast-paced, dynamic environment.
  • Experience with resource coordination and scheduling.
  • Proficient in G-Suite products, Sales Force and Looker.
  • Excellent communicator and follow through.
  • At least 3-5 years of experience in a similar role

 

Bring Your Whole Self


Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We’re building a culture where differences are valued and welcomed. We work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

We use cookies to customize your user experience. Click “Agree” if you agree with our Policy.