SMB Customer Advocate - EMEA

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.

 

Responsibilities

• Engage remotely with a high volume of our small business prospects & customers during their pre-sales, sales & post-sales experience; this team is their primary GitLab resource
• Work through a shared prospect & customer queue, leveraging different technologies to deliver the best customer experience
• Resolve incoming prospect & customer needs and queries, and proactively reach out to customers showing key signals related to growth, adoption or contraction
• Build strong understanding of customers’ business needs, organizational goals and GitLab utilization to assist them in achieving them and make recommendations at each stage of the lifecycle - onboarding, adoption, renewal and expansion
• Provide technical and solution guidance:
  • Answer customer inquiries, conduct product demonstrations, and explain the capabilities and benefits of GitLab
  • Provide insights with respect to the availability and applicability of new features in GitLab as relevant
• Provide positive customer interactions. Collaborate with individuals within customer environments, understand their needs, and assist them in becoming advocates for GitLab
• Customer feedback: Effectively communicate customer feedback, requirements, and challenges to relevant teams (including Product Development, Sales, and Marketing) to drive continuous improvement
• Market knowledge: Maintain a foundational understanding of technologies related to GitLab’s market focus
• Training & Certifications: Acquire industry standard certifications to build up credibility as an advocate and a technical expert

Requirements

• You share our values, and work in accordance with those values
• Demonstrated progressive experience in sales, technical consulting, customer success, marketing, or customer service in the field of information technology
• An understanding of B2B software, Open Source software, and the developer product space is preferred
• Experience with CRM, sales intelligence and email automation software is highly preferred
• Basic understanding of application lifecycle management including the technology commonly used in application lifecycle management
• Be ready to learn how to use GitLab and Git
• Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
• Focuses on continuously improving your professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
• Ability to travel if needed and comply with the company’s travel policy

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us