Technical Account Manager, Customer Programs

| Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute.

GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute.

The Technical Account Management (TAM) team focuses on the themes of align, enable, and expand. We align with customers' desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. TAM handbook.

Responsibilities
  • Engage and assist customers as part of a campaign or program led by Customer Programs team in partnership with Commercial TAM and Sales team
  • Capture customer insights (e.g., common reasons for stalled adoption, contraction and churn) through data analysis and direct customer engagement
  • Create solution guides and videos to deliver technical enablement to a large audience of Commercial customers
  • Curate frequently asked questions (FAQ) and related solution guides based on direct customer engagement, and analysis of customer requests and usage patterns
  • Partner with Customer Programs team to enhance and improve digital adoption journey to preserve or increase net retention for digital customers
  • Partner with our customers to understand industry-wide technical challenges along the customer journey with GitLab
Requirements
  • Experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
  • Ability to use GitLab and willing to work with Git and GitLab whenever possible
  • Alignment with our values, and willingness to work in accordance with those values
  • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention
  • Familiarity working with customers of all sizes, especially large enterprise organizations
  • Exceptional verbal, written, organizational, presentation, and communications skills
  • Detailed oriented and analytical
  • Strong team player but self-starter
  • Project management experience & skills
  • Strong technical, analytic, and problem-solving skills

Share our values, and work in accordance with those values

Hiring Process

  • 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.

    • Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters,
    • Next, candidates will complete an Assessment,
    • Next, candidates will interview with 2-4 GitLab team members and the hiring manager,
    • Then, candidates will be asked to perform a demonstration,
    • Finally, candidates may be asked to interview with an executive

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

Country Hiring Guidelines

GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.  

Your Privacy

For information about our privacy practices in the recruitment process, please visit our Recruitment Privacy Policy page.

 
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView GitLab's full profileFind similar jobs