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The Engagement Manager plays the critical role in helping Customers drive adoption of high value functionality of the GitLab platform. The Engagement Manager plays a sales overlay role by shaping customer engagements focused helping customers accelerated toward their positive business outcomes with GitLab. The Engagement Manager serves as a trusted advisor to customers in their portfolio, providing guidance to Sales, Customer Success and Professional Services Delivery team and ensuring the highest levels of customer satisfaction.
Responsibilities
- Perform discovery (with account team or with customer) to understand customer current-state, constraints and desired positive business outcomes.
- Identify standard and custom services to align to customer outcomes.
- Build custom-scoped services engagement proposals for key strategic customers with guidance/review from Sr. Engagement Manager.
- Explain technical solution proposal to account team and/or customer.
- Meet and exceed set financial targets.
- Explain GitLab Services value proposition, catalog of service offerings, and methodologies.
- Explain standard packaged solutions to Customer to gain agreement to move forward.
- Help customer understand commercial terms - price, period of performance, payment/invoice structure, etc.
- Guide Account team to execute governing legal agreement to execute services.
- Coach Account Executives on how to include consulting and education services on quote/order form.
- Coordinate closing process with help from Account Executive.
- Coordinate staffing requirements with PS Operations team to ensure skillset, language, and timezone match are appropriate for each engagement.
- Handle standard objections related to price, DIY implementations, etc.
- Update quarterly bookings forecast on a weekly basis using Salesforce/Clari.
- Identify and communicate risks to account executives and EM leadership team.
- Build relationships with Account Executives, Customer Success Managers and Solutions Architects within their patch to ensure Global Services are included as part of the standard customer journey.
- Join Sales leadership forecast calls (within patch) to report on Services Forecast and to identify key customer accounts where services should be attached.
- Provide timely and predictable responses to incoming questions/requests from customers or account executives to reinforce positive brand of Global Services.
- Establish mentorship with more senior engagement manager.
- Setup individual development plan.
- Communicate trends in customer behavior to Practice Management team.
Requirements
- Knowledge of professional services selling processes.
- Experience with Salesforce as a means of prospecting, forecasting and quoting.
- Fluent English
Compensation
To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.
Additional details about our process can be found on our hiring page.
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.
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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.
