• Manage a portfolio of enterprise-level customer accounts, fostering long-term relationships that deliver measurable value and ensure timely renewals and revenue growth. • Navigate complex, matrixed organizations to identify key stakeholders and develop strategic relationships that deepen customer commitment. • Create and execute Success & Engagement Plans based on customer objectives and priorities, driving adoption and measurable outcomes. • Lead customer-facing engagements such as Quarterly Business Reviews, best practice workshops, executive briefings, and regular touchpoints. • Proactively identify and mitigate risks to renewals, long-term relationships, or successful outcomes. • Serve as the primary point of contact and escalation path for customers, ensuring timely and proactive resolution of issues. • Monitor customer health and value realization through usage data, satisfaction metrics, and feedback collection. • Communicate account status and engagement progress to internal stakeholders, ensuring transparency and alignment. • Advocate for customer needs within cross-functional teams, including Development, Product Management, Professional Services, Sales, Marketing, and Support. • Conduct regular remote and in-person meetings (US and Canada) to understand business requirements and identify growth opportunities. • Support development of technical education, marketing, and sales materials for onboarding, engagement, and adoption.

• Develop standard operating procedures, work instructions, forms, and templates to ensure a fit-for-purpose clinical auditing and inspection management program to ensure compliance with Good Clinical Practice(GCP)/Good Pharmacovigilance Practice(GPvP)/Good Clinical Laboratory Practice (GpLP). • Develop dynamic, risk-based audit strategy and plan for critical sponsor processes and systems, clinical trials, investigator sites, and vendors/contract service providers (CSPs). • Plan, lead, conduct, document, report, and follow-up on clinical quality audits according to regional compliance regulations, guidance, contracts, and quality agreements. • Ensure appropriate escalation to responsible management for critical audit findings and support. • Provide education and guidance on audit processes and activities. • Manage audit reports, findings, and CAPAs in Veeva Quality Management System (QMS) and review and approve finding responses and actions in system. • Develop and monitor audit finding response and CAPA timeliness performance metrics and present trends and improvement plans to senior management. • Partner with departments across organizations to ensure consistent implementation and execution of audit program. • Work independently with respect to decision making and problem solving.

• Take responsibility for optimizing, managing and further developing our internal project management and communication processes • Act as the interface between teams, tools and management and establish clear standards for transparency, efficiency and knowledge management. • Analyze existing workflows and identify optimization opportunities • Maintain and further develop our existing Asana system • Assess, plan and execute a possible migration to a new project management tool (including tool evaluation, rollout, training & change management) • Ensure team-wide adoption of new tools • Manage integrations between tools (e.g., PM tool, Wiki, Slack, ERP) • Improve call and meeting efficiency • Define clear communication guidelines for tools & collaboration • Critically analyze all existing communication channels (Slack, email, meetings, reports) • Build a clear, binding communication structure

• Conduct discovery sessions with DoD agencies and Federal Systems Integrators to understand current-state capabilities, mission constraints, and desired business outcomes • Design outcome-oriented services proposals that align GitLab capabilities with customer success metrics and mission objectives • Structure engagements using outcome-based pricing approaches where appropriate, while maintaining flexibility for staff augmentation and packaged offerings when contracting requirements dictate • Navigate government contracting vehicles and work effectively through reseller/distributor partnerships and Federal Systems Integrators • Develop custom-scoped SOWs and staffing plans for complex DoD implementations, engaging with technical architects and delivery leadership to ensure deliverability • Articulate GitLab's services value proposition, catalog offerings, and implementation methodologies in the context of federal requirements and compliance frameworks • Align with division chiefs, and program managers to gain agreement on scope, price, and shared responsibility mode of the services engagement. • Build trusted advisor relationships with division chiefs, program managers, and technical leaders across DoD and FSI organizations • Guide customers through commercial terms, procurement processes, and contracting structures appropriate for their acquisition environment • Manage project- and account-level escalations, ensuring rapid resolution and maintaining customer confidence • Position consulting, training, success tiers, and additional solutions proactively to ensure successful outcomes and long-term customer retention • Facilitate solutioning sessions including implementation roadmapping, enterprise strategy discussions, and executive-level requirements gathering • Drive measurable outcomes by structuring services that support customer success metrics, accurately forecasting services bookings, and tracking key performance indicators related to bookings, margin, and attachment to strategic opportunities. • Own the engagement lifecycle from initial discovery and pre-sales solutioning through scoping, SOW development, staffing alignment, and transition to delivery, ensuring engagements are deliverable, clearly defined, and outcome-oriented. • Influence cross-functional teams by articulating GitLab’s professional services value proposition in the context of federal requirements and compliance frameworks, and by feeding customer insights back into sales, delivery, and practice management. • Partner with regional sales and engagement leadership to prioritize and manage services opportunities that support critical deals and strategic initiatives, providing clear recommendations on risk management, negotiation strategies, and commercial structures. • Foster a culture of enablement and continuous improvement by training field teams on how to position and sell professional services in the DoD and FSI context, and by sharing trends, feedback, and suggestions that improve go-to-market content and operational processes.