Overview
- The Renewals job family delivers to an essential moment in the customer journey, ensuring we can continue to deliver value and business outcomes by specializing in customer retention. In collaboration with sales, channel partners, customer success, and sales operations, this team will focus on successfully renewing customer subscriptions while providing a seamless customer experience. The roles aim to deliver predictable and efficient renewals through a proactive management of the customers lifecycle.
What you'll do
- Work with GitLab (Account Executives and Customer Success Managers) to maintain and expand customer adoption in the Public Sector.
- Build rapport with customers via phone conversations and professional email correspondence.
- Manage high level of daily outbound and inbound communications and activities.
- Leveraging a renewal framework, you will focus on seeking, mitigating and forecasting renewal risk.
- Drive the subscription renewal process from outreach, quote to final procurement
- Accurately forecast opportunities via our SalesForce reports
- Monitor and report renewal activity within Salesforce.com
- Handle customer renewals to prevent contractual gaps
- Escalate customer questions and issues to the appropriate support teams and oversee the project through to conclusion
- Ensure customer issues are acknowledged and resolved within 24 hours
What you'll bring
- Related sales or related customer experience (examples SDR, BDR, sales ops, deal desk, customer service, CSM)
- Knowledge of US Public Sector business practices is a plus
- Comfortability with high level of daily outbound and inbound communications and activities.
- Demonstrated progressive experience with B2B software sales
- Experience with subscription GTM approaches for customer success management and renewals
- Effective communicator, strong interpersonal and collaboration skills
- Motivated, driven and results-oriented
- Strong negotiation, presentation and closing skills
- Preferred experience with technical products. Experience with DevOps, software development lifecycle, or application development is a plus.
- You share our values, and work in accordance with those values.
How GitLab will support you
- Benefits to support your health, finances, and well-being
- All remote, asynchronous work environment
- Unlimited PTO (paid time off)
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
Hiring process
- Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters. Next, qualified candidates will be invited to interview with 2 - 4 team members. Next, qualified candidates will have a final interview with an executive. Additional details about our process can be found on our hiring page.
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
