GitLab is a single application with features for the whole software development and operations (DevOps) lifecycle.
GitLab, the open source project, is used by more than 100,000 organizations and has a large community of more than 2000 people who contributed code.
GitLab Inc. is a open-core company that sells subscriptions that offer more feature and suppor...
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The Manager of Technical Account Managers is a management position on the front line working with the Technical Account Managers helping evolve and grow our large, Mid Market and SMB customers.
This is a player/coach role where the individual is expected to be experienced in and have advanced insight to the GitLab platform.
The individual will contribute to territory and account strategy as well as driving the execution directly and indirectly.
The individual will need to be very comfortable giving and receiving positive and constructive feedback, as well as adapting to environmental change and retrospecting on successes and failures.
The Manager of the Technical Account Managers will work together with the other managers within the Customer Success organization to help execute on strategies and vision with the Director.
You will have the opportunity to help shape and execute a strategy to help the Technical Account Managers build mindshare and broad use of the GitLab platform within enterprise customers. Coaching your team members to becoming the trusted advisors to their customers in a post sale situation.
The ideal candidate must be self-motivated with a proven track record in software/technology sales or consulting.
The ability to connect technology with measurable business value is critical to a solutions architect. You should also have a demonstrated ability to think strategically about business, products, and technical challenges. You will also be responsible in helping grow and maintain our enterprise level customers.
Work with the Customer Success Director to help establish and manage goals and responsibilities for Technical Account Managers.
Assist in development of thought leadership, event-specific and customer-facing presentations
Share hands-on technical preparation and presentation work for key accounts
Ensure the Technical Account Managers exceeds corporate expectations in core knowledge, communication and execution
Define and maintain a high bar for team member expectations and enable the team to achieve it
Challenge the team and yourself to continually learn and grow as trusted advisors to clients
Monitor performance of team members and provide timely feedback and development assistance
Create, review, and approve formal statements of work, change requests, and proposals
Develop senior-level relationships with customers
Manage resource assignments and staffing levels, including recruitment as needed
Identify and implement improvements to the processes and tools used as a seasoned with experience leading teams of project managers and consultants in support of external customers.
Work together with our Sales organization and Implementation Engineers to propose, scope, and price Professional Services Statements of Work
Work together with Solutions Architects and Implementation Engineers to plan and execute internal projects, ensure that teams have appropriate training and manage resources to deliver Customer Success offerings
Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development.
Ensure delivery model is focused on quality, cost effective delivery of services and customer success outcomes
Remains knowledgeable and up-to-date on GitLab releases
Documents services provided to customers, including new code, techniques and processes, in such a way as to make such services more efficient in the future and to add to the GitLab community. Works with the Product Engineering and Support teams, to contribute documentation for GitLab
Help build programs that the Technical Account Managers will execute to effectively grow our enterprise customers
Ensure your team maintains high levels of customer retention, customer satisfaction and customer expansion as measured by quarterly goals, surveys and Net Promoter Score
Partner with Technical Support leadership to ensure a seamless customer handoff of escalated technical issues
Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives
Drive team to exceed company growth and retention forecasts. Oversee initiatives set forth in Quarterly Goals
Manage a team of highly motivated, customer-focused Technical Account Managers to manage the overall health and care of accounts (e.g. onboarding customers, product/service adoption by user, monitoring engagement across the post-sale lifecycle), and develop compensation plans and career paths appropriate to specific functions within the team
7 + years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales
Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
Familiarity working with clients of all sizes, especially large enterprise organizations
Exception verbal, written, organizational, presentation, and communications skills
Detailed oriented and analytical
Strong team player but self starter
Strong technical, analytic and problem solving skills
Experience with Ruby on Rails applications and Git
Deep knowledge of software development lifecycle and development pipeline
Understanding of continuous integration, continuous deployment, chatOps, and cloud native
Above average knowledge of Unix and Unix based Operating Systems
Installation and operation of Linux operating systems and hardware investigation/manipulation commands
BASH/Shell scripting including systems and init.d startup scripts
Package management (RPM, etc. to add/remove/list packages)
Understanding of system log files/logging infrastructure
B.Sc. in Computer Science or equivalent experience
Programming/scripting experience & skill is required (Bash & Ruby)
Project management experience & skills
Source Code Management admin and/or Professional Services experience would be a plus
Set up High Availability/Disaster Recovery, working with Containers and Schedulers (Kubernetes preferred) and also experience with Amazon Web Services stack (EC2, ECS, RDS, ElastiCache)