Engagement Manager

An overview of this role

The Engagement Manager plays the critical role in helping Customers drive adoption of high value functionality of the GitLab platform. The Engagement Manager plays a sales overlay role by shaping customer engagements focused helping customers accelerated toward their positive business outcomes with GitLab. The Engagement Manager serves as a trusted advisor to customers in their portfolio, providing guidance to Sales, Customer Success and Professional Services Delivery team and ensuring the highest levels of customer satisfaction.

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

How GitLab will support you

• 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

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.