Professional Services Engagement Manager (Intermediate)

at GitLab

Remote, US East  

Professional Services Engagement Management, as the name suggests, is about helping align the right professional services engagement with the customer’s needs to ensure the customer is getting the most value from their investment in GitLab. 

We have some lofty goals we want to achieve in the next year and cannot do all of the work we have identified by ourselves. This year, GitLab has put added importance on the Professional Services organization to help accelerate customer-positive business outcomes and increase growth potential. As such, we’re increasing our team size to cover more segments and geographies around the world. 

This Engagement Manager position will be aligned to work with customers globally in the Commercial (Mid-market) segment. These customers tend to want shorter and easier-to-consume engagements that deliver value quickly. The Engagement Manager’s responsible for working with these customers and account teams to identify the services that will best fit their needs and constraints. 

The PS commercial selling motion is still early in maturity and working with the Practice Management team to ensure we have the right offerings and go-to-market motions will be key to this Engagement Manager’s success. This role will be a great fit for someone who is motivated to learn and develop new hard and soft skills while making a large positive impact on customer success driving growth and retention outcomes for GitLab. 

What you’ll do  

• Work directly with customers and account executives to understand customer needs and constraints. 
• Identify service offerings that will help meet customer needs and accelerate them on their journey. 
• Analyze CRM reports to proactively identify service opportunities.
• Provide informal enablement to the Account Executives that you’re aligned with to ensure proper understanding of Professional Services selling and delivery process. 
• Inform and help prioritize backlog of practice management team to ensure proper service offerings and go-to-market motions are published to meet Mid-market needs. 
• Provide forecast and reporting updates periodically to to sales and Professional Services Leadership. 

What you’ll bring 

• A strong motivation to learn and help customers meet/exceed their positive business outcomes. 
• Strong communication skills in both written and verbal, async and synchronous formats. 
• Background in software development, professional services consulting, agile methodologies, continuous delivery, Quality Engineering and/or Security disciplines.  
• An understanding on how to navigate Salesforce CRM. 
• Active listening capability to ensure services are fit to customer’s needs 
• Ability to learn and use GitLab.