Customer Success Architect - ANZ
September 12
Description
• Partner with our customers in taking what was 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 • Provide immediate onboarding activities • Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals • Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant • Support GitLab Services in identifying and recommending training opportunities
Requirements
• Understanding of Git and typical branching strategies • Knowledge of software development lifecycle and development pipeline • Understanding of continuous integration, continuous deployment, DevSecOps • Prior experience in Customer Success or equivalent history of increasing satisfaction, adoption, and retention • Experience partnering with customers to define and achieve business outcomes • Familiarity working with customers of sizes relevant to the assigned segment • 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 • Alignment with our values, and willingness to work in accordance with those values • Ability to travel if needed and comply with the company’s travel policy • Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions
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