Technical Program Manager

Chronosphere

Chronosphere is the provider of the only observability platform that puts engineering organizations back in control by taming rampant data growth and cloud-native complexity, delivering increased business confidence. Teams at startups to well-known global brands in the Fortune 500 around the world trust Chronosphere to help them operate scalable, highly available and resilient applications.

Chronosphere is looking for trailblazers who are experts in their space and are passionate about creating meaningful solutions for engineers and digital businesses.

Chronosphere is a series C startup with more than $343M in funding and a $1B+ valuation. We’re a remote-first company, backed by Greylock, Lux Capital, General Atlantic, Addition and Founders Fund.

About the Role

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, Technical Account Managers, Product Managers, Engineering Managers, and Engineering team members apart from the customer teams. As a Program Manager, your main responsibility is to oversee and manage customer programs especially customer migration to the 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. 

In This Role You Will

• 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 solution architects, technical account manager, product managers, 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 - solution architects, TAM 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, product management and engineering teams.
• Streamline the internal stakeholder (Eng, Product Management) engagement framework.
• Define Program Escalation Paths.
• Work closely with the Head of Professional Services and Solution Architects 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.

You Must Have

• Solid technical background with domain knowledge in Infrastructure, DevOps, SRE or Observability.
• 10+ years of work experience in technical functions and 2+ years of experience in technical program management in a dynamic and highly technical environment.
• A strong track record in 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-backed 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.

Nice to Have:

• Experience working with observability solutions.
• Experience managing or interacting with customers.
• Experience with managing programs related to DevOps transformation, cloud transformation or enterprise architecture and Governance.
• Hands-on experience as a programmer / software architect.
• Ability to manage budgets and timelines for long-term projects.

What you will achieve

In the first 2 weeks, you will meet the Customer Success team, the Product Managers and Engineering team members you will end up collaborating the most with. You will familiarize yourself with the Chronosphere platform, customer onboarding process and key steps in customer migration. 

In the first 30 days, you will closely shadow a couple of customer migrations & onboardings collaborating closely with the Solution Architects and the TAM. As you shadow these migrations, you will document the current migration process to understand the technical steps involved in the migration and identify low hanging improvement opportunities. 

After the first 60 days, you will be ready to start operating as per the TPM charter. 

Location

United States 

Your team

Others you will learn from and collaborate with: 

• Solution Architects and the Head of Professional Services
• Product & Engineering team members
• Technical Account Managers
• Customer Support Engineers
• Sales Engineering leaders and SEs
• Head of Customer Success

Our benefits

• Health Insurance Coverage
• Unlimited Vacation Time
• 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 talent@chronosphere.io

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.

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