Atlassian
Customer Success Manager, Public Sector
Atlassian, San Francisco, California, United States, 94199
Overview
Working at Atlassian. Atlassians can choose where they work – in an office, from home, or a combination. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Responsibilities
Proactively manage named customer accounts to unlock early and sustained product adoption and success with Atlassian Solutions Deliver established best practices at scale to support customer business value and outcomes Drive programmatic engagement with customers based on data analysis Promote opportunities for service and solution expansion within a customer organization Identify and work to address obstacles in implementation, adoption and growth Mitigate churn in customer accounts through early risk identification, intervention and mitigation Identify operational improvements, capture customer feedback, unpack trends and deliver insights to other Atlassian teams Actively capture customer feedback, unpack trends and deliver insights to other Atlassian teams Qualifications
3-5 years in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience Ability to assess and create a usage adoption plan around a business use case, as well as uncovering potential areas of growth and challenges to adoption Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, as well as understanding of configuration trade-offs A data-driven approach to customer management to prioritize time around risk, as well as mitigating churn through customer engagement and unlocking growth opportunities Ability to build collaborative relationships internally across product, sales, support and marketing to facilitate a seamless customer experience Experience with one of the following: agile ways of working, project management, DevOps and automation or IT service management Strong time management in a high-volume customer-facing environment Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The base pay range for new hires in the United States is determined by geographic pay zones. Zone A: $118,800 - $155,100; Zone B: $107,100 - $139,825; Zone C: $98,100 - $128,075. This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information and confirm your zone with your recruiter. Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you and your family. Our offerings include health and wellbeing resources, paid volunteer days, and more. For details, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and are committed to non-discrimination. All your information will be kept confidential according to EEO guidelines. We can support accommodations or adjustments at any stage of recruitment if informed to the Recruitment team. For more about our culture and hiring process, visit go.atlassian.com/crh. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries
Software Development
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Working at Atlassian. Atlassians can choose where they work – in an office, from home, or a combination. Interviews and onboarding are conducted virtually as part of being a distributed-first company. Responsibilities
Proactively manage named customer accounts to unlock early and sustained product adoption and success with Atlassian Solutions Deliver established best practices at scale to support customer business value and outcomes Drive programmatic engagement with customers based on data analysis Promote opportunities for service and solution expansion within a customer organization Identify and work to address obstacles in implementation, adoption and growth Mitigate churn in customer accounts through early risk identification, intervention and mitigation Identify operational improvements, capture customer feedback, unpack trends and deliver insights to other Atlassian teams Actively capture customer feedback, unpack trends and deliver insights to other Atlassian teams Qualifications
3-5 years in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience Ability to assess and create a usage adoption plan around a business use case, as well as uncovering potential areas of growth and challenges to adoption Understanding of common Jira and Confluence end-user use cases and ways of working, with ability to demonstrate those use cases, as well as understanding of configuration trade-offs A data-driven approach to customer management to prioritize time around risk, as well as mitigating churn through customer engagement and unlocking growth opportunities Ability to build collaborative relationships internally across product, sales, support and marketing to facilitate a seamless customer experience Experience with one of the following: agile ways of working, project management, DevOps and automation or IT service management Strong time management in a high-volume customer-facing environment Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. The base pay range for new hires in the United States is determined by geographic pay zones. Zone A: $118,800 - $155,100; Zone B: $107,100 - $139,825; Zone C: $98,100 - $128,075. This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information and confirm your zone with your recruiter. Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you and your family. Our offerings include health and wellbeing resources, paid volunteer days, and more. For details, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams worldwide, and our solutions are designed for all types of work. We value diverse perspectives and are committed to non-discrimination. All your information will be kept confidential according to EEO guidelines. We can support accommodations or adjustments at any stage of recruitment if informed to the Recruitment team. For more about our culture and hiring process, visit go.atlassian.com/crh. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries
Software Development
#J-18808-Ljbffr