Customer Success Architect - ANZ

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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.

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.