We're hiring a Technical Account Manager at Gitpod.

Reporting to our Head of Customer Experience, you'll be the technical liaison to our customers. Your main focus will be to ensure that our customers get the most out of Gitpod from onboarding, to adoption, to renewal. By doing so you are a fundamental contributor to retention and expansion.

Who we are

Five years ago, we set out to create a world where every developer is instantly ready-to-code. With over 1.5 million users, we are now the leading platform for standardized and automated development environments. Our ROI calculator demonstrates how we help customers save nearly $1,000,000 annually for every 100 engineers using Gitpod. Developers use Gitpod an average of 36 hours per week, and our enterprise revenue has grown tenfold since last year.

We're a talent-dense group of people who transform how software is created and delivered, working to empower every company, every team, and every individual to succeed in a software-first world. We care deeply, and for many of us, building Gitpod is our life's work.

There hasn't been a better time to join. We've found product-market-fit and are scaling with high intensity towards repeatable go-to-market fit. Our operating values are an authentic representation of how we show up and make decisions. We choose colleagues carefully based on merit and their alignment with those principles. If this excites you, we would love for you to apply so we can connect.

Role responsibilities

Everyone that joins Gitpod is responsible for enhancing it. We hold our operating values as the standard that we drive towards. Joining Gitpod means you have ownership around forming our culture by living out these values.

• Dive deep with enterprise engineering teams, understanding their development workflows and tooling to become their trusted technical advisor.

• Guide customers through a seamless Gitpod implementation, turning implementation challenges into success stories.

• Partner with customer teams throughout their onboarding journey. Craft optimal Gitpod environments that maximize developer productivity. Be their coach, consultant, and hands-on problem solver – from proof of concepts to production-ready setups.

• Drive efficiencies within the onboarding process. Scale yourself and the process by building out tools and feeding back into the product. Shape the future of Gitpod by transforming customer insights into product innovation.

• Create repeatability through resource development, onboarding programs, and workshops to enable success for enterprise customers.

At the end of your first 30 days, you will have:

• Gone deep enough into Gitpod (the product) to understand the problems it solves, how it works, and the roadmap.

• Deployed Gitpod end to end as if you were a customer. You've used it yourself, created and optimized a Gitpod configuration for a common repo.

• Mastered the Gitpod Onboarding Methodology used to drive adoption and customer success. Learned the theory and met with a CSM to understand how it was used in practice with past customers.

• Shadowed other TAMs on customer calls and in their day-to-day work to get familiar with internal processes and existing customers

• Scheduled 1:1s with key members of Sales, Product Marketing, and Engineering.

• Taken Ownership of Your Account Portfolio:

  • Completed technical audits of your assigned accounts. Dive into their tech stack, past problems faced, and current developments.

  • Met customers directly to build rapport and fill in any gaps.

  • Created a plan for how to drive implementation and/or adoption for each customer. Focus on how to optimize their Gitpod setup.

  • Presented your findings to the rest of the team for feedback.

• Driven Continuous Improvement: Shared any and all of your feedback as you go - we love to have fresh eyes give their perspective so we can learn and iterate.

About you

You work in alignment with our operating values

Our operating values are the DNA of Gitpod. We hold them high, evolve them as we evolve, and integrate them into everything we do. We expect everyone at Gitpod to actively use the values as the playbook for how they show up and work.

You are as deeply technical as you are efficient

You're a seasoned developer who understands the complete software development lifecycle, from code editors to deployment pipelines. With a strong ability for zooming in and out, you bring high value to every conversation, whether discussing system architecture or implementation details. You default to “how can we automate this?” and optimize for efficient repeatability.

You’re energized by challenges

You understand the the success of an enterprise account is dependent on the experience that their developers have with Gitpod. You’ve mastered the art of digging deep when necessary and optimizing for the right solution by immersing yourself in the nuances of their environment. Whether it's finding a meaningful workaround or crafting a completely new approach, you're relentless in your pursuit of making customers successful.

You can talk with anyone

No matter your audience, you have a keen ability for communicating with the right level of technicality in a way that everyone can understand. You read the room, adjust your approach, and find the right words that resonate with each audience. You don't just share information – you build genuine connections and ensure everyone walks away with a deep understanding of both problems and solutions. Your natural ability to build trust and speak in the context that helps drive successful outcomes for everyone involved.

Additionally, we're looking for someone with the most of the following experience:

• Experience working with customers from regulated industries

• Experience in a customer facing role like TAM, solution engineer, customer-facing engineer, etc

Our team uses the following and expect you to have familiarity with most of them:

• Hex

• Accord

• Zendesk

• Pylon

• Pitch

Benefits

• Fully remote, flexible work day

• Flexible paid time off including holidays that are most meaningful to you

• Parental leave for all parents

• Equity

• Health insurance (country-specific)

• Retirement (country-specific)

• Wellness allowance

• Premium work-from-home equipment

• Regular company off-sites

Interview process

We are fully remote and so is our hiring process. Contingent on schedules, we aim to complete the entire process in about 2 weeks. We are conscious of your time and are committed to being as efficient as possible.

1. Async interview - If we think we might be a mutual match, we’ll send you a set of questions to be completed async that allow us to get to know you and learn more about why Gitpod excites you. You’ll also have a chance to share about your strengths, experience, and demonstrate your ability to work asynchronously.

2. Sync interviews - You'll complete a series of interviews designed to thoroughly evaluate our mutual compatibility.

   • Head of people

   • Hiring manger

   • Project and panel presentation

   • CEO

3. References - Before moving to an offer, we’ll set up video calls with 3 direct managers and/or senior leaders that can speak to your performance.

Gitpod provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.