[Hiring] Engagement Manager @GitLab

Role Description

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 on helping customers accelerate 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.

• Perform discovery (with account team or with customer) to understand customer current-state, constraints, and desired positive business outcomes.
• French language is essential for this position.
• 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.

Qualifications

• French language proficiency.

Requirements

• Experience in customer engagement and relationship management.
• Ability to meet and exceed financial targets.
• Strong communication skills to explain technical solutions and commercial terms.
• Experience in coordinating with cross-functional teams.

Benefits

• Flexible Paid Time Off.
• Team Member Resource Groups.
• Equity Compensation & Employee Stock Purchase Plan.
• Growth and Development Fund.
• Parental leave.
• Home office support.