Partner with our customers, turning desired positive business outcomes into actionable objectives. Know the GitLab platform, best practices, and use cases to guide the customer. Understand the customer journey and guide them on future adoption. Act as the GitLab liaison for questions, issues, or escalations. Collaborate with GitLab Support, Product Management, or other teams as needed. Own a book of assigned customers, increasing adoption, ensuring retention and growth, and overall customer satisfaction. Remain up-to-date on GitLab releases.
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services. Assist and provide expert deployment, operational best practices, and establishing a GitLab Center of Excellence. Assist in workshops to help customers leverage the full value of GitLab solution. Measure and monitor customers’ achievement of critical and key performance indicators. Establish regular touch points to review progress against strategic and technical objectives.
Partner with customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives. Act as the GitLab liaison for GitLab questions, issues, or escalations. The CSM team focuses on the themes of align, enable, and expand, ensuring ongoing and ever-improving customer return-on-investment.