Provide immediate on-boarding activities such as installation and training following investment of GitLab
Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction
Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
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
Establish regular cadence (weekly, Monthly, Quarterly) with each assigned clients, to review health metrics
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our solution and services
Work closely with the GitLab Sales Account team (Account Executive, Solutions Architects, Professional Services) to identify opportunities for new usage of GitLab across organizational functions
Work to identify and/or develop up-sell opportunities
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
Provide insights with respect to the availability and applicability of new features in GitLab
Support GitLab Services in identifying and recommending training opportunities
Act as the GitLab liaison for GitLab technical questions, issues or escalations. This will include working with GitLab Support, Product Management(i.e. roadmaps), or others needed
Maintain current functional knowledge and technical knowledge of GitLab platform
Requirements
7 + years of experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
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
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)
