Senior Professional Services Engagement Manager

Requirements

• Demonstrated progressive experience delivering consulting services, including team leadership and active involvement in selling professional services
  
• Demonstrated progressive experience in managing C-level client relationships, including escalation resolution
  
• Demonstrated progressive enterprise-level project management experience
  
• Demonstrated progressive experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects
  
• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
  
• 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
  
• Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations.
  
• Excellent analytical & problem solving skills.
  
• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
  
• History of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiased
  
• BA/BS or equivalent; MBA is a plus
  
• You share our values, and work in accordance with those values.
  
• Leadership at GitLab
  
• Ability to use GitLab
  
• Ability to travel if needed and comply with the company’s travel policy
  

Requirements

• Demonstrated progressive experience delivering consulting services, including team leadership and active involvement in selling professional services
  
• Demonstrated progressive experience in managing C-level client relationships, including escalation resolution
  
• Demonstrated progressive enterprise-level project management experience
  
• Demonstrated progressive experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects
  
• Extremely strong written and verbal communication skills, executive level presence and experience in working in a client advisory role
  
• 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
  
• Highly developed soft skills, with the ability to adjust communication style based on the audience and difficult client situations.
  
• Excellent analytical & problem solving skills.
  
• Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment
  
• History of working in a consultative selling environment, where clients seek and value your opinions and see your advice as objective and unbiased
  
• BA/BS or equivalent; MBA is a plus
  
• You share our values, and work in accordance with those values.
  
• Leadership at GitLab
  
• Ability to use GitLab
  
• Ability to travel if needed and comply with the company’s travel policy
  

• Align closely with Account Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing
  
• Lead the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
  
• Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
  
• Manage project- and account-level escalations as needed
  
• Anticipate needs and position training, support and other solutions that may be needed for a successful customer experience
  
• Work closely with Project Managers to ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
  
• Deep understanding of factors that drive customer success for GitLab implementations and how they directly contribute to long term customer retention
  
• The ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, or escalation
  
• Travel 20-40% (depends on geography and account distribution)
  
• any other artifacts you believe are necessary to convey your design thinking and ideas.
  
• You'll engage with our user base and the wider GitLab community to understand their pain points and work toward long-term fixes that enable them to achieve their goals.
  
• You'll partner with UX Researchers & PMs on problem validation studies to understand the problem space you're operating within.
  
• You'll leverage solution validation studies to validate your solutions and proposed directions.
  
• You'll gather user needs through user interviews or contextual inquiries and will convert those into user requirements.
  
• Gain a deeper understanding of the Product Designer workflow by reading our handbook.