Regional Delivery Manager

Customer Service · Full-time · Remote · Remote possible

Job description

The GitLab 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 1,600+ team members and values that guide a culture where people embrace the belief that everyone can contribute.

  • Work with the Professional Services Director to help establish and manage goals and responsibilities for Professional Services Engineers
  • Assist in development of thought leadership, event-specific, and customer-facing presentations
  • Share hands-on technical preparation and presentation work for key accounts helping sell on the value of what GitLab professional services has to offer
  • Ensure the Professional Services Engineers exceeds corporate expectations in achieving billable utilization targets as well as core knowledge, communication, and execution
  • Ensure the Professional Services Project Managers exceed expectations in completing projects successfully and meeting revenue targets
  • 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
  • Prepare weekly revenue forecast worksheet and create action plans to address issues
  • 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 to propose, scope, and price professional services Statements of Work, including managing a PS sales overlay team
  • Bring Professional Services team together with Solutions Architects and Technical Account Managers to plan and execute internal projects, ensure that teams have appropriate training and manage resources to deliver GitLab service offerings
  • Provide leadership and guidance to coach, motivate and lead services 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 product releases
  • Document 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
  • Work with the Product Engineering and Support teams, to contribute documentation for GitLab
  • Help build programs that the TAMs and PSEs will execute to effectively grow our enterprise customers

All requirements for the Professional Services Engineer role apply to the Manager, Professional Services role, as the management role will need to understand and participate with the day-to-day aspects of the Professional Services Engineer role in addition to managing the team. Additional requirements include:

  • Experienced in and with advanced insight to the GitLab platform
  • Experienced in giving and received positive and constructive feedback
  • Able to adapt to environmental change and retrospecting on success and failures
  • Previous leadership experience is a plus
  • Experienced in collaborating with other managers and executing strategies
  • Proven track record in software/technology sales or consulting and management
  • Demonstrated ability to think strategically about business, products, and technical challenges

Hiring Process Candidates 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 first be screened by a Recruiter
  • Next, qualified candidates may be asked to interview with the Hiring Manager
  • Next, qualified candidates may be asked to interview with 2-4 Team members
  • Finally, qualified candidates may be asked to interview with someone from the leadership team

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

Compensation Compensation information for this role can be found on our Sales Commissions handbook page. On this page, we have an overview of the standard OTE base and variable split for each Sales job family. Also listed on the page, is our quota ramp information by segment as well as our seasonality assumptions. Sales compensation plans are governed by the Sales Compensation Plan terms and conditions. Some differences may apply. For any specific compensation questions, please contact your manager (current manager or hiring manager).

Compensation Calculator To find out more about the compensation for this role, please apply to a role first. Once selected for a screening call, you'll be able to sign up here to view our compensation calculator. Be sure to use the same email address for both.

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