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
Partner with our customers in taking that established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
Know the Gitlab platform, our more common best practices, and use cases in order to guide the customer
Understand the customer journey and be able to guide them on future adoption
Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
Remain knowledgeable and up-to-date on GitLab releases
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence
Assist in workshops to help customers leverage the full value of GitLab solution
Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to GitLab account stakeholders and externally to Customer Sponsors and Executives
Translate customer product usage data into actionable advice for customers
Establish regular touchpoints with assigned customers per the established SLAs, to review progress against strategic and technical objectives
Requirements
Ability to speak German or Russian fluently (both languages are a plus)
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
Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
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)
SCM admin and/or PS experience would be a plus
Set up HA/DR, working with Containers and Schedulers (Kubernetes preferred) and also experience with AWS stack (EC2, ECS, RDS, ElastiCache)
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 .
Recruiter Screening
Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.
Written Assessment
The assessment is a written questionnaire, completed and submitted prior to interviews with members of the Technical Account Manager team. The Recruiter working with the candidate will provide the written assessment following a successful recruiter screening interview .
Hiring Manager Interview
The hiring manager interview is the first of the interviews with the Technical Account Manager team. This interview is with the manager of the team the candidate is applying to join. It is a 30 minute interview.
Peer Interview
The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join. Peer interviewers are selected by the hiring manager. This is a 30 minute interview.
Panel Interview
The panel interview consists of several members of the Technical Account Manager team. It typically includes the hiring manager and two other team members. This is a 60 minute interview, with the following format:
Live demonstration based on the guidance provided ahead of the interview by the recruiter
General discussion and questions from the panel
Executive Interview
Conducted by the Senior Director of TAMs , this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.
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.
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