SMB Advocate

GitLab; United States; Remote; USD 1,000; Full time

Job summary

GitLab is seeking an SMB Advocate to support small business customers through their pre-sales, sales, and post-sales experiences. The role involves addressing customer needs, providing solution guidance, and maintaining proactive communication, ultimately aiming to cultivate advocacy for GitLab among these clients.

Qualifications

• Experience in sales, technical consulting, or customer success in IT.
• Understanding of B2B software and open source development.
• Capability to utilize CRM and sales tools.

Responsibilities

• Engage with SMB customers throughout their lifecycle to enhance satisfaction.
• Provide technical guidance and insights about GitLab.
• Resolve customer inquiries and maintain solid business relationships.

Skills

Sales

Technical Consulting

Customer Success

B2B Software

Open Source Software

Tools

CRM Software

Email Automation Software

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 .

Thanks to products like Duo Enterprise , and Duo Workflow , customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.

An Overview Of This Role

SMB Advocate: Single GitLab resource that engages with SMB customers pre-sales, sakes and post-sales, addressing their growth and needs, and making SMBs "fall in love" with GitLab. The nature of the SMB Advocate role is very collaborative and entrepreneurial.

Responsibilities

• Engage remotely with a high volume of our small business prospects & customers during their pre-sales, sales & post-sales experience; this team is their primary GitLab resource
• Work through a shared prospect & customer queue, leveraging different technologies to deliver the best customer experience
• Resolve incoming prospect & customer needs and queries, and proactively reach out to customers showing key signals related to growth, adoption or contraction
• Build strong understanding of customers’ business needs, organizational goals and GitLab utilization to assist them in achieving them and make recommendations at each stage of the lifecycle - onboarding, adoption, renewal and expansion
• Provide technical and solution guidance:
  • Answer customer inquiries, conduct product demonstrations, and explain the capabilities and benefits of GitLab
  • Provide insights with respect to the availability and applicability of new features in GitLab as relevant
• Provide positive customer interactions. Collaborate with individuals within customer environments, understand their needs, and assist them in becoming advocates for GitLab
• Customer feedback: Effectively communicate customer feedback, requirements, and challenges to relevant teams (including Product Development, Sales, and Marketing) to drive continuous improvement
• Market knowledge: Maintain a foundational understanding of technologies related to GitLab’s market focus
• Training & Certifications: Acquire industry standard certifications to build up credibility as an advocate and a technical expert

Requirements

• You share our values, and work in accordance with those values
• Demonstrated progressive experience in sales, technical consulting, customer success, marketing, or customer service in the field of information technology
• An understanding of B2B software, Open Source software, and the developer product space is preferred
• Experience with CRM, sales intelligence and email automation software is highly preferred
• Basic understanding of application lifecycle management including the technology commonly used in application lifecycle management
• Be ready to learn how to use GitLab and Git
• Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
• Focuses on continuously improving your professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
• Ability to travel if needed and comply with the company’s travel policy

Performance Indicators

As with all roles in the Sales Department the SMB Advocate participates in the Sales KPIs .

Re

The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range

$1 — $1 USD

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .

About the company

“From project planning and source code management to CI/CD and monitoring, GitLab is a complete DevOps platform, delivered as a single application. Only GitLab enables Concurrent DevOps to make the software lifecycle 200% faster.”

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