Senior Professional Services Engagement Manager

<p>The GitLab <a href="https://about.gitlab.com/solutions/devops-platform/" target="_blank">DevSecOps platform</a> empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the <a href="https://about.gitlab.com/company/culture/all-remote/guide/" target="_blank">world’s largest all-remote companies</a> with 2,000+ team members and <a href="https://handbook.gitlab.com/handbook/values/" target="_blank">values</a> that foster a culture where people embrace the belief that everyone can contribute. Learn more about <a href="https://vimeo.com/778157354" target="_blank">Life at GitLab</a>.</p> <p>Remote, France</p> <p>Professional Services Engagement Management, as the name suggests, is about helping align the right professional services engagement with the customer’s needs to ensure the customer is getting the most value from their investment in GitLab. </p> <p>We have some lofty goals we want to achieve in the next year and cannot do all of the work we have identified by ourselves. This year, GitLab has put added importance on the Professional Services organization to help accelerate customer-positive business outcomes and increase growth potential. As such, we’re increasing our team size to cover more segments and geographies around the world. </p> The Engagement Manager plays the critical role for setting customers up for Success by prescriptively shaping and then leading the execution of large and transformational projects at 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. <p><strong>What you’ll do</strong>  </p> <ul> <li>Align closely with Account Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing</li> <li>Lead the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal</li> <li>Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery</li> <li>Manage project- and account-level escalations as needed</li> <li>Anticipate needs and position training, support and other solutions that may be needed for a successful customer experience</li> <li>Work closely with Project Managers to ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients</li> <li>Deep understanding of factors that drive customer success for GitLab implementations and how they directly contribute to long term customer retention</li> <li>The ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy &amp; planning, or escalation</li> <li>Travel 20-40% (depends on geography and account distribution)</li> </ul> <p><strong>What you’ll bring </strong></p> <ul> <li>Full professional proficiency in French and English </li> <li>Experience with the SDLC, DevOps, and Cloud Transformation </li> <li>Demonstrated progressive experience delivering consulting services, including team leadership and active involvement in selling professional services</li> <li>Demonstrated progressive experience in managing C-level client relationships, including escalation resolution</li> <li>Demonstrated progressive enterprise-level project management experience</li> <li>Demonstrated progressive experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects</li> <li>Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role</li> <li>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</li> <li>Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations.</li> <li>Excellent analytical &amp; problem solving skills.</li> <li>Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment</li> <li>History of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiased</li> <li>BA/BS or equivalent; MBA is a plus</li> <li>You share our values, and work in accordance with those values.<br/><br/></li> </ul> <h4><strong>How GitLab will support you</strong></h4> <ul> <li><a href="https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/">Benefits to support your health, finances, and well-being</a></li> <li><a href="https://abou