Success Service Offerings

Director, Success Service Offerings

The Director, Success Service Offerings is a strategic leader, blending technical acumen with a customer-centric approach. They are accountable for shaping, developing, and delivering our innovative paid success plan offerings and service designs, focusing on exceeding the evolving needs of our customers. The director role involves coordinating with various internal and external stakeholders to set a long-term vision and strategy for our Service offerings, ensuring they align with company goals and drive customer value and business growth.

Responsibilities:

• Strategic Leadership: Develop and articulate a clear vision for paid success plan offerings, ensuring alignment with company goals and customer needs.
• Product and Service Development: Lead the design and iterative development of new and existing service offerings, ensuring they are customer-centric, scalable, and technologically advanced.
• Cross-functional Collaboration: Work closely with teams across sales, marketing, product development, customer success, and support to ensure effective service delivery and alignment.
• Market Research: Conduct thorough analysis to understand customer needs, industry trends, competitor offerings, and technology advancements.
• Customer Experience: Develop detailed customer journey maps and manage customer feedback loops to enhance service offerings and customer touchpoints.
• Performance Management: Define and monitor KPIs for service offerings, evaluating success and identifying improvement areas.
• Team Leadership: Guide and support a diverse team, fostering a culture of innovation and continuous improvement.
• Communication: Regularly report on service offerings’ progress and outcomes to senior leadership and stakeholders.
• Commercial Management: Oversee the services product portfolio, manage commercial collateral, and ensure alignment with commercial targets.

Requirements:

• Bachelor’s degree in Business, Design, Technology, or a related field.
• Deep experience in product/services design in a software or technology environment.
• Understanding of DevOps, software development lifecycle
• Proven track record in leading cross-functional teams and large-scale projects.
• Exceptional communication, presentation, interpersonal, and training skills.
• Experience with agile methodologies, design thinking, and customer success metrics.
• High organizational skills and ability to manage multiple projects and deadlines.

Director, Success Service Offerings Job Grade

The Director, Success Service Offerings is a job grade level 10.

Performance Indicators

• Services bookings and revenue per agreed plan

Career Ladder

The next steps for the Success Services Offerings Job Family would be to move to a senior leadership job family.

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.

1. Phone screen with a GitLab Recruiting Team Member
2. Video Interview with the Hiring Manager
3. Team Interviews with 1-4 Team Members

Additional details about our process can be found on our hiring page.

 

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