Customer Success Architect, CEUR

About This RoleAI processing…

Key Responsibilities

• 1
  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
• 2
  Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
• 3
  Understand the customer journey and be able to guide them on future adoption
• 4
  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
• 5
  Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• 6
  Remain knowledgeable and up-to-date on GitLab releases
• 7
  Provide immediate onboarding activities
• 8
  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
• 9
  Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant
• 10
  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
• Fluent German

Perks & Benefits