Senior Solutions Architect, SA Operations & Enablement

GitLab; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

GitLab is seeking a senior individual contributor to own and improve the SA operational toolkit, partnering with Revenue Technology and Revenue Analytics to ensure data quality and effective handoffs throughout the customer journey.

Reporting to the Director of Customer Experience Operations, you will streamline tooling, manage requests, document engagement cadences, and provide reliable visibility into capacity and outcomes to guide leadership decisions.

Responsibilities

• Own the SA operational toolkit and business requirements for systems, workflows, processes, reporting, and documentation. Partner with Revenue Technology, Revenue Analytics, and system owners on implementation, validation, data quality, and operational controls.
• Manage operational support requests for tooling, access, assignments, and data issues, including triage, routing, resolution visibility, and root-cause improvements.
• Improve the processes and system workflows for requesting, assigning, and tracking SA engagements. Implement intake requirements and routing rules agreed with SA leadership, and automate manual steps.
• Document and operationalize the SA engagement model and cadences agreed with SA leadership and cross-functional teams, including responsibilities, rules of engagement, handoff criteria, and required customer information at key journey stages.
• Own SA reporting requirements and data quality standards. Partner with Revenue Analytics to provide reliable visibility into capacity, engagement, technical evaluation progress, and outcomes so SA leaders can assess effectiveness and prioritize resources.

Job description

GitLab is seeking a senior individual contributor to own and improve the SA operational toolkit, partnering with Revenue Technology and Revenue Analytics to ensure data quality and effective handoffs throughout the customer journey.

Reporting to the Director of Customer Experience Operations, you will streamline tooling, manage requests, document engagement cadences, and provide reliable visibility into capacity and outcomes to guide leadership decisions.