Customer Success Architect - ANZ

Job Description

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab. This position is remote and due to the nature of the customers you will be supporting, we are only considering candidates in Australia who are Permanent Residents or Citizens. Candidates outside of these locations will NOT be considered. The Customer Success Architect (CSA) team focuses on the themes of align, enable, and expand. The CSA role is a highly strategic position designed to provide unparalleled value to our customers by aligning our platform with their unique business objectives and driving long-term success. The CSA role is a pivotal addition to our customer success team, focusing on building strong, consultative relationships with our key customers. Our CSAs will serve as trusted advisors, leveraging their deep understanding of DevSecOps best practices, industry trends, and our software capabilities to help customers navigate complex challenges and achieve their desired outcomes. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. Responsibilities 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. Detail-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. 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. Qualified candidates will be invited to schedule a 30-minute screening call with one of our Global Recruiters. 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. 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. 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. Apply for this job * indicates a required field First Name * Last Name * Email * Phone Location (City) * Resume/CV * LinkedIn Profile What's the name you'd prefer us to use throughout the interview process? Will you now or in the future require visa sponsorship to obtain or extend work authorization? * Select... Are you subject to any employment agreements and/or post-employment restrictions with your current employer or a past employer? * Select... It is important to us to create an accessible and inclusive interview experience. Please let us know if there are any adjustments we can make to assist you during the hiring and interview process. #J-18808-Ljbffr