Professional Services Engagement Management

Role of the Engagement Manager

The Professional Services (PS) Engagement Manager is responsible for developing services proposals that helps Customers achieve their intended outcomes. The process typically includes the following activities.

• An initial meeting with the Customer to understand current state, constraints and desired outcomes
• Build the initial estimate in PS Compass, GitLab’s internal estimating tool
• Create a proposal with current understanding, desired outcome, methodology, timeline, customer responsibilities, and price
• Update the estimate/proposal based upon feedback from the Customer
• Once agreed, generate a supporting contract - either an order form or Statement of Work (SOW)
• Review risks across Program Management and Technical delivery domains
• Gain PS Leadership, Legal and Revenue approval
• Gain Customer approval
• Route contract for signature
• Capture delivery information to provide Resource/Delivery Managers

Meet the Team

Check out our team of Engagement Managers on our team page

How to contact or collaborate with us

• AEs can create a professional services only opportunity in SFDC. This triggers the automatic creation of a scoping issue used for collaboration during PS discovery, scoping and proposal presentation.
• Slack for informal and general questions, coordination
• Salesforce Chatter for approvals, discussion of opportunity status, or collaboration with sales leadership and legal.

Useful Resources

• Services to Accelerate Customer Adoption
• Selling Professional Services
• Professional Services Offering Framework
• Certified GitLab Engagement Manager Learning Journey
• Main Customer Slide Template
• Services data sheets

Engagement Manager - Processes

• Engagement Scoping Information
• For GitLab team members, the detailed scoping, estimating and SOW process is in the internal handbook: identify, scope and estimate and contracting and quoting
• Quote Creation process for opportunities with both Custom Services and Fixed Price Training on a single SOW
• Transacting ProServ business through AWS Marketplace

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