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Manager, Enterprise Technical Account Managers

Department: Customer Experience

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Remote, East USA

GitLab is a hyper growth company searching for people who are intelligent, aggressive and agile with strong skills in technology, sales, business, communication and leadership. Desire to lead through change is a must.

This role is remote.

GitLab’s Manager of Technical Account Managers - Enterprise provides strategic vision and builds and develops an exceptional team of Technical Account Managers. This person manages the team responsible for leading technical conversations with customers’ needs to drive new expansion for existing customers and success in existing implementations.  Partnering closely with Sales and Customer Success teams, this leader will create strategies and operations to effectively and efficiently accelerate GitLab’s growth and customers’ experiences.

Responsibilities

  • Hire, mentor and develop exceptional team of Technical Account Managers (CSM)
  • Develop strategies and operations to grow our enterprise account base by aligning and articulating GitLab's solution to deliver on specific customer requirements and desired business outcome
  • Identify and lead initiatives and programs to establish and scale the organization and operations for future growth
  • Develop processes and metrics and KPIs to improve effectiveness and efficiency of customer onboarding, executive business reviews, account reviews, health checks
  • Partner with Sales, Channels and Alliances teams to align on overall strategy and priorities and provide support for existing customers and partners
  • Develop and foster relationships for key customers at the technical champion and executive level
  • Partner with sales leadership to align with and deliver to regional and account plans, strategies and quarterly goals
  • Collaborate with Sales and Customer Success to improve engagement models and ensure the appropriate coverage of prospects and customers
  • Partner with Product, Support,  Engineering, Marketing and Services teams to provide feedback to improve products, services and value messaging based on field experiences and feedback
  • Partner with Sales Operations to ensure efficient and ongoing enablement and development of the team
  • Be a role model for GitLab’s values and culture

Requirements

  • 7+ years experience leading technical post-sales teams (i.e.,Customer Success Managers, Professional Services etc )
  • Demonstrated ability to build and improve strategies and operations to improve technical assessment processes and team enablement working with the Customer Success Leadership
  • Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices
  • Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure)
  • Experience selling technical solutions to technical staff, management and executive stakeholders
  • Proven experience partnering with the broader organization (sales, pre-sales, channel, alliances, product and engineering, marketing and customer success)
  • B.Sc. in Computer Science, Engineering or equivalent experience

Hiring Process

Candidates 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 her/his job title on our team page.

  1. Selected candidates will be invited to schedule a 30 minute screening call with a member of our Recruiting team
  2. Candidates will completed an Assessment
  3. Candidates will inteview with 2-4 GitLab teammates
  4. Candidates may be asked to interview with an Executive Team Member

Additional details about our process can be found on our hiring page.

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

 

Additional details about our process can be found on our hiring page.

Remote-RAL