Sales Operations

Analyst

Responsibilities

• Support the field sales team on opportunity management (creation, updating, closing)
• Collaborate with the sales and support functions to ensure Service Level Agreements (SLA) are met
• Document and create knowledge repository for first-tier sales support
• Create and implement reporting and dashboards for the sales organization that focuses on improving efficiency, effectiveness, and productivity
• Manage the operational aspect of on-boarding new employees and transitions of existing employees
• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
• Collaborate with Marketing to ensure proper lead management processes, metrics, and policies
• Maintain data integrity within customer records in Salesforce.com and other systems
• Monitor system adoption and data compliance and governance
• Maintain and evangelize communication best practices for sales and sales support functions

Requirements

• BA/BS degree
• Minimum 2 years of relevant experience and an understanding of sales operations
• Strong analytical ability and able to prioritize multiple projects
• SFDC experience and knowledge of enterprise SaaS tools
• Excellent problem solving, project management, interpersonal and organizational skills
• SaaS and B2B experience preferred
• Interest in GitLab, and open source software
• You share our values and work in accordance with those values.
• Leadership at GitLab
• Ability to use GitLab

Analyst Specialities

These business units under Sales require a Sales Operations Analyst to be more familiar with their specific requirements:

Customer Success

Additional Responsibilities

• Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
• Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, mid-market, and SMB
• Create and coordinate key reporting for GitLab leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
• Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
• Collaborate with Customer Success enablement to develop training and enablement to drive efficiency
• Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry

Additional Requirements

• 2 years of Customer Success experience
• Experience with Customer Success Management systems (e.g., Salesforce, Gainsight/Totango/Client Success/etc., digital marketing tools)
• Experience with support and/or professional services a plus

Performance Indicators

As with all roles in the Sales Department the Sales Operations participates in the Sales KPIs.

Manager

Responsibilities

• Support the field sales team on quote processes, pricing, configuration, and terms
• Collaborate with the finance deal desk team to ensure that quote creation and approval SLAs are met
• Review non-standard deal terms and ensure compliance with published sales and approval policies and act as an escalation point for approvals
• Provide first-tier support for any end-user technical or process questions in Salesforce and other systems primarily managed by Sales Operations
• Implement tools and processes for the sales organization that focuses on improving efficiency, effectiveness, and productivity
• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
• Work with other departments to improve integration between Salesforce and other mission-critical systems, including Marketo, Zuora, and Zendesk
• Collaborate with Marketing to ensure proper lead management processes, metrics, and policies
• Maintain data integrity within customer records in Salesforce.com and other systems
• Monitor system adoption and data compliance and governance
• Develop best practices that align sales data quality with company initiatives

Requirements

• BA/BS degree
• Minimum 5 years of relevant experience and a solid understanding of sales operations
• Strong analytical ability and able to prioritize multiple projects
• Managed Deal Desk functions and an expert with CPQ tools
• Deep SFDC expertise and knowledge of enterprise SaaS tools
• Excellent problem solving, project management, interpersonal and organizational skills
• SaaS and B2B experience preferred
• Interest in GitLab, and open source software
• You share our values and work in accordance with those values.
• Leadership at GitLab

Manager Specialities

These business units under Sales require a Sales Operations Manager more familiar with their specific requirements:

Customer Success

Additional Responsibilities

• Build and optimize a company-wide Customer Success process in collaboration with the Customer Success team and broader GitLab organization
• Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, defining the appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
• Develop methods, processes, systems, and tools to appropriately assist our customer segmentation models: enterprise, mid-market, and SMB
• Drive cross-functional programs and initiatives to support scaling of the business and integrate the Customer Success engagement processes with teams throughout GitLab (e.g., sales, marketing, product)
• Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
• Curate content and playbooks to allow the team to more efficiently deliver customer outcomes
• Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
• Act as a liaison to Customer Success enablement to drive training and enablement priorities, content and methods

Additional Requirements

• 3 years of Customer Success experience
• Experience with customer management systems (e.g., Salesforce, Gainsight/Totango/Client Success/etc., digital marketing tools)
• Experience with support and/or professional services a plus

Channels

Additional Responsibilities

• Build and optimize a company-wide reseller channel process in collaboration with the sales team and broader GitLab organization
• Develop methods, processes, systems and tools to appropriately support our channel efforts within our segmentation models: enterprise, mid-market and SMB
• Drive cross-functional programs and initiatives to support scaling of the business and integrate the channel processes with teams throughout GitLab (e.g., sales, marketing, product)
• Manage all channel incentive programs and ensure adherence to policies
• Assist in the development and rollout of channel enablement practices to improve our reseller’s effectiveness and efficiency and provide increased channel insights through data, automation, and telemetry
• Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
• Act as liaison to channel enablement to drive training and enablement priorities, content and methods

Additional Requirements

• 3 years of channel experience
• 5 years experience in program management and/or operations
• Experience with channel management systems (e.g., Salesforce, Partner Portals)

Director

The Director's mission is to organize data and generate deep customer insight in order to enhance sales force productivity and effectiveness. They accomplish that mission by working collaboratively with our sales, marketing, finance and operations teams. The Director will measure everything to help us optimize our sales funnel and achieve growth. The impact will help us make it easier to maintain a competitive edge, enhance sales force effectiveness, and achieve consistent, sustainable sales success.

Responsibilities

• Partner with the VP Field Ops and sales leadership on all issues and challenges impacting the success of the sales team
• Lead, manage and evaluate the sales tools, processes, policies, and programs to ensure continuous productivity and effectiveness
• Partner with the Sales Strategy, Finance, and HR to design, document, implement and monitor sales compensation plans
• Improve and manage the Sales Handbook
• Create board-level presentations for the Chief Revenue Officer
• Manage, analyze, and summarize the weekly Sales Forecast
• Pricing and Contract Support: Given the pace of business, it is imperative that sales operations enable the sales team with high-quality proposals that can be
• Collaborate with regional sales leaders and teams to develop and execute sales management disciplines and processes (territory assignment & reviews, weekly/quarterly forecast, QBRs, pipeline analysis and development, account planning, account assignments, quota/budget allocation)

Requirements

• 10-15 years of experience in a global SAAS sales or sales operations environment
• Ability to work independently with a high degree of accountability, while also able to collaborate cross-functionally (finance, marketing, sales enablement, etc) with exceptional intrapersonal skills
• Demonstrated passion for information and business intelligence; thorough understanding of sales processes and methodologies
• Minimum of 5 years experience in Salesforce.com
• Analytical and detail-oriented, strong project management skills with a drive for results
• Exceptional written/verbal communication and presentation skills
• Proven ability to thrive in a fluid, fast-paced, unpredictable environment
• Interest in GitLab, and open source software
• Unquestionable ethics, integrity and business judgment; you share our values, and work in accordance with those values
• You share our values, and work in accordance with those values.
• Leadership at GitLab

Specialties in Director level

Director, Operations (Channel)

Additional Responsibilities

• Build and optimize a company-wide reseller channel process in collaboration with the sales team and broader GitLab organization
• Develop methods, processes, systems and tools to appropriately support our channel efforts within our segmentation models: enterprise, mid-market and SMB
• Drive cross-functional programs and initiatives to support scaling of the business and integrate the channel processes with teams throughout GitLab (e.g., sales, marketing, product)
• Manage all channel incentive programs and ensure adherence to policies
• Assist in the development and rollout of channel enablement practices to improve our reseller’s effectiveness and efficiency and provide increased channel insights through data, automation, and telemetry
• Create and coordinate key reporting for GitLab leadership team, partnering with the Customer Success analyst to provide reporting on customer adoption, sentiment and advocacy and business results (i.e., forecasts, renew, expand, churn)
• Act as liaison to channel enablement to drive training and enablement priorities, content and methods

Additional Requirements

• 10+ years of channel experience
• 5 years experience in program management and/or operations
• Experience with channel management systems (e.g., Salesforce, Partner Portals)

Senior Director

The Senior Director supports the Field Sales organization by optimizing critical business processes, productivity tools, and ensuring consistency as we scale our worldwide field teams. This requires collaboration with cross-functional departments and leveraging systems for related business processes. The Senior Director is a strong leader, extremely well organized, analytical, detailed-oriented, quality minded and help champion the field teams.

Responsibilities

• Develop and execute a Global Sales Operations by collaborating with Sales Leadership and GTM teams including driving key initiatives
• Develop and optimize sales processes and programs as it relates to Quote-to-Cash, Deal Desk, Forecasting and supporting Field Business Units
• Develop an operational cadence for Sales Operations
• Proactively monitor and maintain high levels of quality, accuracy, and process consistency across the Field organization
• Develop strategies to optimize SFDC, other SaaS tools and data across all business units
• Develops key performance metrics, dashboards, and reports that help the sales organization focus on performance drivers and results
• Collaborate with Marketing to ensure proper lead management processes, metrics, and policies
• Partner and implement knowledge management strategies to continuously increase product knowledge across all GTM teams
• Be a trusted advisor to Sales Leadership

Requirements

• BA/BS degree
• 12+ years of relevant experience in a software business and sales operations capacity
• Excellent quantitative analytical skills, creativity in problem-solving, empowering teams and a keen business sense
• Ability to think strategically, but also have exceptional attention to detail to drive program management, execution and results
• Demonstrated ability to influence and foster collaborative relationships with cross-functional GTM departments
• Excellent problem solving, project management, interpersonal and organizational skills
• Deep SFDC expertise and expert knowledge of enterprise sales tools
• Ability to coach, motivate, performance manage and recruit Sales Operations teams
• Interest in GitLab, and open source software
• You share our values and work in accordance with those values
• Leadership at GitLab

About GitLab

GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 2,200 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one vision: everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.

We value results, transparency, sharing, freedom, efficiency, self-learning, frugality, collaboration, directness, kindness, diversity, inclusion and belonging, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our primer to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.

Top 10 reasons to work for GitLab:

1. Work with helpful, kind, motivated, and talented people.
2. Work remote so you have no commute and are free to travel and move.
3. Have flexible work hours so you are there for other people and free to plan the day how you like.
4. Everyone works remote, but you don't feel remote. We don't have a head office, so you're not in a satellite office.
5. Work on open source software so you can interact with a large community and can show your work.
6. Work on a product you use every day: we drink our own wine.
7. Work on a product used by lots of people that care about what you do.
8. As a company we contribute more than we take, most of our work is released as the open source GitLab CE.
9. Focused on results, not on long hours, so that you can have a life and don't burn out.
10. Open internal processes: know what you're getting in to and be assured we're thoughtful and effective.

See our culture page for more!