Senior Professional Services Engagement Manager (East)

The Engagement Manager plays a critical role in setting customers up for Success by prescriptively shaping and then leading the execution of large and transformational projects for our most strategic customers. The Engagement Manager serves as a trusted advisor to customers in their portfolio, providing guidance to Sales and Professional Services teams, ensuring synergies across each customer’s projects, and ensuring the highest levels of customer satisfaction.

Responsibilities
Align closely with Account Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing
Lead the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
Manage project- and account-level escalations as needed
Anticipate needs and position training, support and other solutions that may be needed for a successful customer experience
Work closely with Project Managers to ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
Deep understanding of factors that drive customer success for GitLab implementations and how they directly contribute to long term customer retention
The ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, or escalation
Travel 20-40% (depends on geography and account distribution)

Requirements
Demonstrated progressive experience delivering consulting services, including team leadership and active involvement in selling professional services
Demonstrated progressive experience in managing C-level client relationships, including escalation resolution
Demonstrated progressive enterprise-level project management experience
Demonstrated progressive experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects
Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
Able to command a group audience, facilitate solutioning and lead discussions such as implementation methodology, road mapping, enterprise strategy and executive-level requirement gathering sessions
Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations.
Excellent analytical & problem solving skills.
Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
History of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiased
BA/BS or equivalent; MBA is a plus
You share our values, and work in accordance with those values.
Leadership at GitLab
Ability to use GitLab
Ability to travel if needed and comply with the company’s travel policy