Technical Program Manager, Chronosphere

• Solid technical background with domain knowledge in Observability (preferred), infrastructure or DevOps
• 10+ years of experience in technical functions, and 4+ years of experience in technical program management with a strong track record of managing complex cross-functional projects in a cloud/SaaS environment
• Experience working collaboratively across organizations, strong leadership and interpersonal skills, and experience building and fostering effective working relationships
• A data-driven approach to program management; building tools (workflows, estimation models), collecting and analyzing data, and driving stakeholder buy-in
• Experience influencing without direct authority at senior levels, internal and external to the engineering organization
• Proficiency with forecasting and reporting metrics

Desirable

• You are responsible for a highly visible and customer-facing position within the Customer Success team
• Your role involves working with various teams, including but not limited to Solutions Architects (SA), Customer Success Architects (CSA), Product Managers (PM), Engineering Managers (EM) and engineering team members apart from the customer teams
• As a Technical Program Manager, your main responsibility is to oversee and manage customer programs, especially customer migration to Chronosphere platform
• Your primary role is to ensure the successful delivery of client projects, while also managing the overall program and providing strategic and tactical guidance to the professional services team and the customer
• You will also be a strategic partner for the product management and engineering teams providing feedback, learning and inputs about customer migration challenges, data patterns, processes and relevant details
• Lead execution of large scale customer implementation projects, coordinate cross-organizational dependencies, and be responsible for customer migration by working closely with the customer TPM and leaders, Chronosphere SA, CSA, PM, and engineering team members
• Work with the customer technical leads and gather all relevant onboarding requirements from the customer, collect all relevant data assets, drive internal discussions to analyze the data and the requirements, and plan the onboarding process working closely with the key internal stakeholders - SA, CSA and the prod/ eng team
• Help break down projects into component parts, identifying and tracking dependencies and opportunities for optimization; proactively identify problems and recommend solutions before they become blockers
• Lead delivery of multi-workstream professional services engagements with some of the largest and the most strategic customers
• Consistently look for process improvements, advocate for automation and process improvements aimed at scaling and efficiency
• Communicate goals, status, risks, and impact to teams and stakeholders; you are able to adapt communications to any level including customer execs
• Gather data from multiple sources and analyze them for smart inferences that will lead to process improvements, removing toil and increasing velocity & efficiency of the teams
• Build strong relationships with key customer stakeholders including executive leaders, program/project managers, central observability team and development teams
• Develop a delivery methodology that leverages agile and project management best practices. Communicate how this methodology will be used to key customer stakeholders
• Continuously focus on process and engagement improvements for efficiency, effectiveness and velocity
• Build , modify and own customer migration workstream templates and engagement frameworks including tools, in close collaboration with the professional services, prod management and engineering teams
• Streamline the internal stakeholder (Engineering, Product Management) engagement framework
• Work closely with the Head of Professional Services to define workstreams when scoping large customer programs, which may include reviewing proposals or Statements of Work
• You will identify risks in all assigned areas; work with teams and management to mitigate these risks before they become issues
• Define and own technical deliverables of the customer migration & implementation and success criteria
• Reporting to Joey Dawson, Head of Professional Services