Manager, Assigned Support Engineering (EMEA)

Responsibilities

• Hire, coach, and develop ASEs. Hold regular 1:1s, give direct feedback, deal with performance issues early, and build a team where people feel safe raising problems.
• Pay attention to engagement and retention, and coach the team on GitLab's values and operating principles.
• Train ASEs to run technical interviews so the hiring pipeline doesn't depend on you.
• Set clear goals and expectations, track progress across onboarding, relationships, escalations, and KPIs, and connect the team's work to company priorities. Help ASEs prioritize across accounts when everything feels urgent.
• Lead escalations from start to finish. Work with Engineering, Product, Sales, and Customer Success to get the right people moving, and keep the customer informed and confident in the plan.
• Work alongside the account teams to bring at-risk customers back to health, including renewal and expansion risk driven by support concerns.
• Build the recovery plan, drive the technical side, and report on progress until the customer is stable.
• Help ASEs translate their actions and activity into outcomes, deliverables, and ROI, and present that to customers and executives in clear decks that cover what happened, what you're doing about it, and what comes next.
• Work with the ASE leadership team on initiatives that improve the program and customer outcomes, and see yours through to results.
• Partner with Sales, Customer Success, CSMs, Product, and Engineering to push for what customers need, and contribute utilization and onboarding data to capacity and headcount planning with Finance and sales leadership.

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