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2. Customer Success
3. Professional Services Team Handbook
4. Professional Services Engagement Management

On this page

• Professional Services Engagement Management
  • Role of the Engagement Manager
  • Meet the Team
  • How to contact or collaborate with us
  • Useful Resources
  • Engagement Manager - Processes

Professional Services Engagement Management

Role of the Engagement Manager

The Professional Services (PS) Engagement Manager is responsible for helping Solution Architects (SAs) and the sales team develop and gain approval for custom Statement of Works (SoWs). The process typically includes the following activities.

• An initial meeting with the SA or Customer to understand the objective and/or specific requirements
• Develop an initial Estimate based upon the Services Calculator
• Update the Estimate based upon initial feedback from the Customer and/or Sales team
• Once agreed, generate a supporting Statement of Work (SoW)
• Create a cost estimate (COGS)
• Providing clarification to the PS Director in order to obtain approval for the SoW
• Present the SoW to the account team to gain signature
• Track progress of the SoW through to signature
• Provide soft hand-off of the SOW to the Delivery team upon signature to ensure a smooth transition.

Meet the Team

Check out our team of Engagement Managers on our team page

How to contact or collaborate with us

• Create a scoping issue using the Services Calculator
• Slack
• Salesforce Chatter

Useful Resources

• Services to Accelerate Customer Adoption
• Selling Professional Services
• Professional Services Offering Framework
• Services Calculator
• GitLab Engagement Manager Accreditation Courses

Engagement Manager - Processes

• Tracking Professional Services Opportunities
• Engagement Scoping Information
• SOW Creation