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The Senior Engagement Manager is a strategic position responsible for driving Professional Services Sales and success across GitLab's enterprise and commercial customer portfolio. This role combines sales and strategic partnership development to scale GitLab's professional services business in Japan.
You will be responsible for PS booking targets across Japan and drive professional services sales through a sales overlay model. You'll develop and execute strategies to expand accelerate time to value across a broad portfolio of clients, working closely with Sales Leadership and Customer Success to ensure alignment across the organization.
What you'll be doing
- Perform discovery (with account team or with customer) to understand customer current-state, constraints and desired positive business outcomes.
- Identify standard and custom services to align to customer outcomes.
- Explain technical solution proposal to account team and/or customer.
- Build custom-scoped services engagement proposals for strategic customers.
- Gather feedback and approval from Technical Architect, Regional Delivery Manager, and other key stakeholders.
- Meet and exceed set financial targets including booking margin targets.
- Explain GitLab Services value proposition, catalog of service offerings, and methodologies.
- Explain standard packaged solutions to Customer to gain agreement to move forward.
- Help customer understand commercial terms - price, period of performance, payment/invoice structure, etc.
- Guide Account team to execute governing legal agreement to execute services.
- Coach Account Executives on how to include consulting and education services on quote/order form.
- Coordinate closing process with help from Account Executive.
- Coordinate staffing requirements with PS Operations team to ensure skillset, language, and timezone match are appropriate for each engagement.
- Handle standard objections related to price, DIY implementations, etc.
- Accurately forecast quarterly bookings on a weekly basis using Salesforce/Clari.
- Identify and communicate risks to account executives and EM leadership team.
- Provide recommendations to approvers of SOWs and Professional Services Agreement on risk management and negotiation strategies.
- Build relationships with Account Executives, Customer Success Managers and Solutions Architects within their patch to ensure Global Services are included as part of the standard customer journey.
- Join Sales leadership forecast calls (within patch) to report on Services Forecast and to identify key customer accounts where services should be attached.
- Provide timely and predictable responses to incoming questions/requests from customers or account executives to reinforce positive brand of Global Services.
- Communicate with stakeholders the availability of new service offerings, the successful outcomes achieved on projects within patch, and other informal marketing topics.
- Help with onboarding of new engagement managers.
- Mentors more junior Engagement Managers.
- Deliver enablement to stakeholders on how to best work with and sell professional services.
- Contribute to new enablement content and delivery of Global Services enablement during Sales Quick Start.
- Communicate trends in customer behavior to Practice Management team.
- Provide suggestions and update to go-to-market content and operational efficiency processes.
Experience to help you get started
- Knowledge of professional services selling processes.
- Experience with Salesforce as a means of prospecting, forecasting and quoting.
- Understanding of SDLC, Version Control Systems, Continuous Integration/Continuous Deployment methodologies
- Business proficient Japanese ( N1+)
Remote-Global
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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
