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Senior Director, Global SMB Sales
Location
United States
Posted
32 days ago
Salary
$161.3K - $270.7K / year
Seniority
Senior
Job Description
Senior Director, Global SMB Sales
GitLab
• Own the global SMB business, including revenue performance across net new annual recurring revenue, expansion, and retention across routes to market. • Lead and scale a distributed organization of SMB sales leaders, supporting performance, accountability, coaching quality, and leadership development across regions. • Build and improve a high-velocity SMB sales motion, extending existing playbooks and processes to support efficient, repeatable execution worldwide. • Deliver accurate forecasts, pipeline reviews, and growth plans at the global, regional, and team levels, aligned to company revenue objectives. • Partner with Revenue Operations and Finance on key operating levers such as quotas, compensation, lead management, and territory changes. • Work closely with Marketing, Sales Development, Product, Customer Success, Professional Services, Support, and Digital/Online Sales to create a seamless and effective SMB customer journey. • Establish and inspect core SMB performance metrics, including pipeline coverage, conversion, sales velocity, productivity, and retention, and take corrective action when needed. • Bring the voice of the SMB customer into strategic decisions by using market insight, customer behavior, and performance data to refine programs, messaging, and execution.
Job Requirements
- Significant experience in B2B software sales, including strong sales leadership experience in SMB or Commercial segments within a software as a service environment.
- Proven success owning large revenue goals and driving growth through global or multi-region sales organizations.
- Experience building and scaling high-velocity sales motions, including inbound, outbound, and digitally supported engagement models.
- Strong ability to lead front-line leaders and managers in a distributed environment, with a track record of coaching teams in consultative and value-based selling.
- Excellent analytical and operational judgment, including comfort using performance data to shape strategy, improve execution, and solve root-cause issues.
- Demonstrated ability to collaborate and influence across senior stakeholders in Sales, Marketing, Product, Customer Success, Revenue Operations, and Finance.
- Familiarity with sales planning and infrastructure topics such as forecasting, quota setting, territory design, coverage models, and customer account health.
- Clear communication skills and enough technical fluency to explain GitLab's value to both business and technical buyers, including concepts related to DevSecOps, continuous integration and continuous delivery, source code management, Agile planning, and artificial intelligence capabilities.
Benefits
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
- Home Office Support
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Post-Sales Experience Leader
KeppriEspecialistas en el end to end de activos digitales, staffing y Servicios Tecnológicos. Hazlo fácil con KEPPRI !!!
Role Description ¡Buscamos un/a Líder de Experiencia Posventa con mentalidad fintech para transformar la experiencia del cliente en el banco! Este rol será responsable de diagnosticar fricciones, priorizar y ejecutar planes de mejora en journeys posventa (PQRS, reclamaciones, devoluciones, ajustes, soporte, retención, post-onboarding), trabajando de la mano con Operaciones, Producto, Canales Digitales, Datos y Tecnología. Responsabilidades - Diagnóstico de experiencia posventa end-to-end: - Identificar fricciones por canal (contact center, app, web, oficina, backoffice) usando VoC, datos operativos y análisis de causa raíz. - Diseño y ejecución de planes de mejora: - Construir planes trimestrales con quick wins y mejoras estructurales (proceso, política, producto, UX, automatización). - Gestión de backlog y delivery: - Traducir hallazgos a iniciativas accionables (requerimientos, historias de usuario, SLAs), priorizar por impacto y esfuerzo, y hacer seguimiento a implementación. - Optimización operativa con foco en CX: - Aplicar Lean/Kaizen para reducir retrabajo, tiempos de respuesta, errores y contactos repetidos. - Gobernanza de indicadores CX: - Liderar tableros y rituales (semanales/mensuales) para NPS/CSAT/CES, FCR, TAT, reclamos, churn, adopción posventa. - Gestión de stakeholders: - Alinear áreas internas, remover bloqueos, asegurar cumplimiento regulatorio y de riesgos sin sacrificar experiencia. - Estandarización y capacitación: - Definir playbooks posventa, guías de atención y calidad; acompañar equipos de frontline/backoffice. Qualifications - 5+ años en roles de CX/Operaciones/Mejora continua/Producto de servicios, con foco en posventa (PQRS, reclamos, soporte, retención). - Experiencia previa en banca, neobanco, billetera digital, adquirencia, lending, tarjetas, pagos o plataformas transaccionales. - Manejo de KPIs operativos y CX; deseable SQL básico/intermedio, Excel avanzado, BI (Power BI/Tableau/Looker), herramientas de tickets/CRM (Zendesk, Salesforce, Genesys u otras). - Design Thinking (para discovery), Agile (para delivery), Lean / Six Sigma (para optimización) — certificación es un plus. - Conocimiento de canales: contact center, autoservicio digital, backoffice, y flujos de escalamiento. Habilidades y competencias - Pensamiento sistémico (proceso + datos + experiencia). - Alta capacidad de ejecución y seguimiento (ownership). - Comunicación efectiva y manejo de stakeholders complejos. - Orientación a resultados, priorización y toma de decisiones basada en datos. Indicadores/KPIs de éxito - Mejora de NPS/CSAT/CES en journeys posventa priorizados. - Reducción de TAT (tiempo de atención/resolución) y recontacto. - Disminución de reclamos recurrentes y errores operativos. - Aumento de FCR (first contact resolution) y adopción de autoservicio. - Reducción de churn atribuible a fricciones posventa.
