An overview of this role
As a Technical Adoption Practice Lead at GitLab, you will be responsible for developing the best practices for customers to get the full value of the Gitlab Platform. Translating the end-to-end customer journey into actionable guidance for customers across various segments, use cases, and verticals. You will focus on understanding what it takes for customers to transform their current DevOps practices to include security and compliance as a core part of the SDLC. Developing strategies for Gitlab field teams to drive improved customer adoption, satisfaction, and retention. This role requires deep collaboration with product, product marketing, sales, and customer success teams to align and implement customer-centric initiatives.
What you’ll do:
- Orchestrating near, mid, and long-term vision and strategy for the customer adoption of Gitlab and realization of value across their DevSecOps workflows
- Building and fostering trusted relationships with leaders in our engineering and security organizations
- Designing transformation programs to help customers achieve their security goals
- Mobilizing internal and external resources to remove barriers to adoption
- Collaborate deeply with product, product marketing, sales, and customer success teams to ensure alignment and integration of customer experience strategies
- Monitor customer feedback continuously to identify emerging trends and issues, performing deep dive analysis to uncover wins and opportunities
- Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness
- Preparing prescriptive guidance and facilitating, training sessions, for field teams to deliver successful customer interactions
- Identify and prioritize opportunities for enhancing customer experience through strategic initiatives
- Monitor industry trends and best practices to continuously evolve the customer adoption strategy
- Present insights and recommendations to stakeholders and executives to drive customer centric decisions
What you’ll bring:
- 6+ years of experience in a customer-facing role, engaging with executives, application security teams, technologists and/or partners to drive DevOps and Security best practices with advanced technologies
- Expert knowledge in DevSecOps workflows and a profound understanding of Application Security practices that comply with industry standards
- Experience working closely with highly technical customers within the Enterprise (Fortune 500)
- The ability to demonstrate a working knowledge of Developer or Application tools (e.g., Gitlab, Github, Jenkins, VS Code, Docker, Kubernetes, Snyk, Veracode)
- Exceptional organization and time-management skills and the ability to effectively manage competing priorities
- Effective and influential communication skills with a range of personas (from end user to executive); you can facilitate challenging discussions and are adept at handling objections
- The ability to thrive in a collaborative, fast-paced environment as part of a results-oriented team
- Experience developing and implementing customer journey maps and personas.
- Experience working with diverse teams including product, marketing, sales, and customer success.
- Design thinking with a strong focus on process design and go to market strategies.
Preferred Qualifications:
- Have prior experience in a direct or matrixed role leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
- High level understanding of overarching approaches to security: such as CIA Triad and how it differs from DIE Triad, defense-in-depth versus layered security, common threat modeling frameworks (STRIDE vs PASTA vs Trike and so on
- Ability to explain how specific vulnerabilities (for example ones in the OWASP Top 10) can be exploited on a technical level, as well as conveying to less-technical stakeholders how they can impact the business.
Remote-Global
