The SMB Account Executive is a grade 6.
The SMB Account Executive job family includes four distinct positions:
All positions will include the following responsibilities:
Specific responsibilities per role are outlined below
As an SMB First Order Account Executive, you will be one of the first interactions a future customer has with GitLab. Your ability to successfully help them evaluate our product for their need and clearly define their buying process is critical to ensuring a good first experience with GitLab, which typically leads to higher customer retention and continued growth.
As an SMB Pooled Account Executive, you will work closely with our top Pooled customers renewing their subscription with GitLab to ensure they have a successful renewal as well as helping them evaluate any additional product evaluations that they need. Responsibilities within our top Pooled customers include engaging with customers prior to their renewal, evaluating their current utilization of GitLab and making recommendations to ensure a successful renewal and continued adoption of GitLab based on their needs. The SMB Pooled Account Executive will also be responsible for supporting our entire Pooled customer base on an as-needed basis, partnering closely with the Self-Service team. Acquiring new customers can cost up to five times more than retaining existing customers, and your ability to help our customers renew their subscription and get the support they need will be critical to our long term success.
As an SMB Expansion Account Executive, you will work with customers immediately following their first purchase through their first renewal. Your ability to support them to successfully implement their recent purchase, helping them get answers to product related questions as well as understand their immediate and longer term company goals is critical to ensuring their experience with GitLab is successful and will lead to a successful renewal and/or expanded use of GitLab products and services.
As an SMB Named Account Executive you will be responsible for managing customers who have previously renewed with GitLab and expect to continue growing their adoption of our products and services to meet their business needs. You will need to be able to build out intricate customer success plans and have a good understanding of our customers business needs and what GitLab products can support them at each stage of their business lifecycle. Your ability to make strategic recommendations and help them understand how to continue growing by using GitLab is critical to ensuring their continued success as an organization.
As with all roles in the Sales Department the SMB Customer Advocate participates in the Sales KPIs.
Renewal/account intake involves responding to customers that contact GitLab through the following channels:
The instructions below describe the basic process for properly handling inquiries from each of these channels.
Salesforce Cases (proactively monitor, check at least three times daily):
Zendesk (proactively monitor, check at least three times daily):
Ticket status can be updated in the following ways:
Direct email (proactively monitor, check at least three times daily):
Here are some basic resources for pitching Gitlab and our different product offerings:
Pitching GitLab on the SMB team:
Normally we do not use a “pitch deck” given the nature of why SMB customers are coming to us at this time. The vast majority of customers that are wanting to speak with us have already done their research on GitLab and are familiar with the product. Therefore, it is not currently necessary to present company details and product vision at the SMB level for the bulk of our customer conversations. It is our job to validate their decision to go with GitLab and create as much value as possible.
The “pitch” is mainly dependent on listening to the customers needs and figuring out which product is right for them.
Use discovery to help build a story and collect relevant information in order to map out the features and value to focus on:
A little bit on Creating Value
Scope- Find out how many components of GitLab they want to use
Size- The larger the organization, the more value GitLab provides
A single application sets up a small or medium sized business for a scalable situation as their organization grows
After the initial round of questioning, summarize your findings to the customer and prescribe how GitLab can solve their problem and what product tier they require
Pitching for the upgrade:
When dealing with a potential upgrade, it is again important to listen to the customers needs. If no need to upgrade currently exists, it is possible to uncover one.
Drivers for each product edition:
Below are some common drivers the SMB team has seen for a customer to gravitate towards a certain product edition. It is important to be aware of these drivers when determining and suggesting the right product tier for both new and current customers.
Occasionally they are looking for more advanced project management features
Additional CI/CD minutes (Silver only)
Some resources for negotiation:
Premium edition - we typically do not negotiate, but we can sometimes make exceptions in special cases such as multi-year agreements and high volume deals
By default, we do not offer any discounts
If they are unhappy with that, bring up the idea of multi-year pricing
Bring up the idea of discussing Ultimate
For customers who are coming up on renewal and are on early adopter pricing, there is an increase to our current Ultimate price
Always bring up multi-year deals and more users added in advance
It’s important to identify the customer’s needs around Ultimate to see how they will be using it. This is why proving the value of Ultimate prior to negotiating is crucial.
The next step in the SMB Account Executive job family is to move to the Mid Market Account Executive job family or the Sales Management Job Family.
Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply. Our hiring process is described in more detail in our hiring handbook.
Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.
Additional details about our process can be found on our hiring page.
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Top 10 Reasons to Work for GitLab:
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