Sr. Strategic Professional Services Engagement Manager

The Professional Services Engagement Manager plays a critical role in helping Customers drive adoption of high value functionality of the GitLab platform. They work collaboratively with Account Executives, Solutions Architects and Customer Success Managers to shape customer engagements focused on helping customers accelerate toward 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.

The Senior Professional Services Engagement Manager reports to the Sr. Manager, Engagement Management. This role will primarily support Enterprise clients located in Southern Europe (France, Spain, Portugal, Italy and surrounding Mediterranean Countries).

What You’ll Do

• Perform discovery (with account team and/or with customer) to understand customer current-state, constraints and desired positive business outcomes.
• Identify standard and custom services to align to customer outcomes.
• Explain technical solution proposal to account team and/or customer.
• Build custom-scoped services engagement proposals for strategic customers.
• Gather feedback and approval from Technical Architect, Regional Delivery Manager, and other key stakeholders.
• Meet and exceed set financial targets including booking margin 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.
• Accurately forecast quarterly bookings on a weekly basis using Salesforce/Clari.
• Identify and communicate risks to account executives and EM leadership team.
• Provide recommendations to approvers of SOWs and Professional Services Agreement on risk management and negotiation strategies.
• 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.
• Communicate with stakeholders the availability of new service offerings, the successful outcomes achieved on projects within patch, and other informal marketing topics.
• Help with onboarding of new engagement managers.
• Mentors more junior Engagement Managers.
• Deliver enablement to stakeholders on how to best work with and sell professional services.
• Contribute to new enablement content and delivery of Global Services enablement during Sales Quick Start.
• Communicate trends in customer behavior to Practice Management team.
• Provide suggestions and update to go-to-market content and operational efficiency processes.

What You’ll Bring

• Knowledge of professional services selling processes.
• Experience with Salesforce as a means of prospecting, forecasting and quoting.
• Understanding of SDLC, Version Control Systems, Continuous Integration/Continuous Deployment methodologies.
• Fluent French

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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.