Role Overview

As a Senior Professional Services Engagement Manager, you'll serve as the critical bridge between customers and GitLab's platform capabilities. You'll collaborate with sales teams to design tailored engagements that accelerate customer business outcomes using GitLab. Acting as a trusted advisor, you'll provide expert guidance to multiple teams while ensuring exceptional customer experiences.

Key Responsibilities

Customer Discovery & Solution Design

• Conduct thorough discovery sessions to understand customer environments, constraints, and desired business outcomes
• Craft personalized service proposals aligning GitLab's capabilities with specific customer needs
• Design both standard and customized service engagements for strategic customers
• Present technical solution proposals clearly to account teams and customers

Commercial Leadership

• Drive financial success by meeting or exceeding booking margin targets
• Articulate GitLab's service value proposition, offerings catalog, and implementation methodologies
• Guide customers through commercial terms including pricing structures and performance metrics
• Collaborate with Account Executives on consulting and education service inclusion
• Address implementation concerns and pricing questions with tailored responses
• Maintain accurate quarterly forecasts using Salesforce/Clari

Risk Management

• Identify and communicate potential challenges to leadership and account teams
• Provide strategic recommendations on risk mitigation for service agreements
• Develop negotiation strategies for complex service arrangements

Relationship Building

• Cultivate strong partnerships with internal stakeholders to ensure services integration in customer journeys
• Participate in Sales leadership forecast discussions to identify service attachment opportunities
• Deliver timely, consistent responses to inquiries, reinforcing Global Services' reputation

Team Development & Enablement

• Mentor early-career Engagement Managers
• Support onboarding of new team members
• Deliver and contribute to stakeholder enablement on professional services
• Share customer behavior insights with Practice Management
• Suggest improvements to go-to-market content and operational processes

Qualifications

• Experience with professional services sales processes
• Proficiency with Salesforce for prospecting, forecasting, and quoting
• Understanding of software development lifecycles, version control systems, and CI/CD methodologies
• Strong communication skills across technical and business contexts
• Proven track record in consultative selling approaches

Join our team and help customers maximize their GitLab investment through expertly designed professional services engagements!