Apply📍 Any country where we have a legal entity
🧭 Full-Time
🔍 SaaS
- 8-10+ years of experience in Customer Success or account management with a track record managing strategic customers with a complex SaaS product portfolio.
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
- Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, and understanding of configuration trade-offs.
- Collaborate internally across product, sales, support and marketing to facilitate a seamless customer experience.
- Experience balancing a book of business in a customer-facing environment.
- Problem-solving skills and a customer-centric mindset.
- Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau.
- Develop a trusted advisor relationship with customers at the C-suite and executive level, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
- Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
- Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
- Engage with your customers to unlock early and sustained product adoption and success with Atlassian Solutions.
- Develop and execute adoption strategies targeting high value accounts, driving change management, and expanding customer footprint.
- Mitigate churn through early risk identification, intervention, escalation and mitigation in partnership with your account team and in particular the Account Associate.
- Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve our Strategic customers.
LeadershipProject ManagementSalesforceJiraCross-functional Team LeadershipProduct DevelopmentAPI testingStrategic ManagementCommunication SkillsAnalytical SkillsCollaborationAgile methodologiesMentoringWritten communicationProblem-solving skillsAccount ManagementTeamworkNegotiation skillsTrainingClient relationship managementSales experienceRisk ManagementData visualizationStakeholder managementStrategic thinkingTechnical supportCRMChange ManagementCustomer SuccessConfluenceSaaSBudget management
Posted 19 days ago
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