Job Description
The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.
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
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
We're the company behind GitLab, The DevSecOps Platform for software innovation.
What started in 2011 as an open source project to help one team of programmers collaborate is now the platform millions of people use to deliver software faster, more efficiently, while strengthening security and compliance.
Since the beginning, we've been firm believers in remote work, open source, DevOps, and iteration. We get up and log on in the morning (or whenever we choose to start our days) to work alongside the GitLab community to deliver new innovations every month that help teams focus on shipping great code faster, not their toolchain.
