Engagement Manager at GitLab

Core Responsibilities of the Engagement Manager Role

The Engagement Manager at GitLab plays a critical role in helping customers drive adoption of high-value functionality of the GitLab platform. This role serves as a trusted advisor to customers, shaping engagements to accelerate their positive business outcomes with GitLab.

The Engagement Manager works closely with the account team and customers to:

• Perform discovery to understand the customer's current state, constraints, and desired business outcomes.
• Identify both standard and custom services to align with customer outcomes.
• Build custom-scoped services engagement proposals for key strategic customers, with guidance from the Senior Engagement Manager.
• Explain technical solution proposals to the account team and/or customers.
• Meet and exceed set financial targets.
• Explain the GitLab Services value proposition, catalog of service offerings, and methodologies.
• Explain standard packaged solutions to customers to gain agreement to move forward.
• Help customers understand commercial terms, including price, period of performance, and payment/invoice structure.
• Guide the account team in executing governing legal agreements for services.
• Coach Account Executives on how to include consulting and education services on quote/order forms.
• Coordinate the closing process with the Account Executive.
• Coordinate staffing requirements with the PS Operations team to ensure appropriate skillset, language, and timezone match for each engagement.
• Handle standard objections related to price, DIY implementations, etc.
• Update the quarterly bookings forecast on a weekly basis using Salesforce/Clari.
• Identify and communicate risks to account executives and Engagement Manager leadership team.
• Build relationships with Account Executives, Customer Success Managers, and Solutions Architects to ensure Global Services are included in the customer journey.
• Join Sales leadership forecast calls to report on Services Forecast and 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 the positive brand of Global Services.
• Establish mentorship with a more senior engagement manager.
• Set up an individual development plan.
• Communicate trends in customer behavior to the Practice Management team.

Language Requirement

French language is essential for this position.

Support and Benefits

GitLab offers extensive support and benefits to its full-time employees:

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave
• Home Office Support