Professional Services Engagement Manager (Intermediate)

What you’ll be doing:

• Align closely with Account Sales teams to own pre-sales activities such as scoping, solutioning, SOW development and project staffing
• Lead the development of client-specific implementation proposals, SOWs, staffing plans, engaging with SMEs across the organization to gain consensus on an acceptable proposal
• Provide the Professional Services team with Subject Matter Expertise related to the proposed solution and client needs in order to ensure successful project delivery
• Manage project- and account-level escalations as needed
• Anticipate needs and position training, support and other solutions that may be needed for a successful customer experience
• Work closely with Project Managers to ensure that engagements conclude with fully satisfied clients that are willing to be references for new potential clients
• Deep understanding of factors that drive customer success for GitLab implementations and how they directly contribute to long term customer retention
• The ability to proactively identify and mitigate risks to customer success, be it through the addition of new products and services, strategy & planning, or escalation
• Travel 20-40% (depends on geography and account distribution)

What you’ll bring:

• Bilingual in English and French, Italian, or Spanish 
• Experience with the SDLC, DevOps, and Cloud Transformation 
• Demonstrated progressive experience delivering consulting services, including team leadership and active involvement in selling professional services
• Demonstrated progressive experience in managing C-level client relationships, including escalation resolution
• Demonstrated progressive enterprise-level project management experience
• Demonstrated progressive experience operating in a pre-sales environment, shaping and scoping large and complex implementation projects