Senior Professional Services Engagement Manager

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

As a Senior Professional Services Engagement Manager, you'll serve as the critical bridge between customers and GitLab's platform capabilities. You'll collaborate with sales teams to design tailored engagements that accelerate customer business outcomes using GitLab. Acting as a trusted advisor, you'll provide expert guidance to multiple teams while ensuring exceptional customer experiences.

Key Responsibilities

Customer Discovery & Solution Design

• Conduct thorough discovery sessions to understand customer environments, constraints, and desired business outcomes
• Craft personalized service proposals aligning GitLab's capabilities with specific customer needs
• Design both standard and customized service engagements for strategic customers
• Present technical solution proposals clearly to account teams and customers

Commercial Leadership

• Drive financial success by meeting or exceeding booking margin targets
• Articulate GitLab's service value proposition, offerings catalog, and implementation methodologies
• Guide customers through commercial terms including pricing structures and performance metrics
• Collaborate with Account Executives on consulting and education service inclusion
• Address implementation concerns and pricing questions with tailored responses
• Maintain accurate quarterly forecasts using Salesforce/Clari

Risk Management

• Identify and communicate potential challenges to leadership and account teams
• Provide strategic recommendations on risk mitigation for service agreements
• Develop negotiation strategies for complex service arrangements

Relationship Building

• Cultivate strong partnerships with internal stakeholders to ensure services integration in customer journeys
• Participate in Sales leadership forecast discussions to identify service attachment opportunities
• Deliver timely, consistent responses to inquiries, reinforcing Global Services' reputation

Team Development & Enablement

• Mentor early-career Engagement Managers
• Support onboarding of new team members
• Deliver and contribute to stakeholder enablement on professional services
• Share customer behavior insights with Practice Management
• Suggest improvements to go-to-market content and operational processes

Experience that will help you get started

• Experience with professional services sales processes
• Proficiency with Salesforce for prospecting, forecasting, and quoting
• Understanding of software development lifecycles, version control systems, and CI/CD methodologies
• Strong communication skills across technical and business contexts
• Proven track record in consultative selling approaches

Join our team and help customers maximize their GitLab investment through expertly designed professional services engagements!

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.