Atlassian
Overview
Working at Atlassian. Atlassians can choose where they work – in an office, from home, or a combination. Interviews and onboarding are conducted virtually, a part of being a distributed-first company. Base pay range is provided in the posting as part of compensation information. Responsibilities
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. Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams. Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions. Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs. Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. Engage with 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 the account team and the Account Associate. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve strategic customers. Qualifications
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 with an enterprise book of business (roughly 20 accounts) balancing strategic engagements with a portfolio approach. 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. Compensation
Base pay range is provided in the posting. Zone-based ranges in the United States are: Zone A: $174,600 - $227,950 Zone B: $156,600 - $204,450 Zone C: $144,900 - $189,175 This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. Confirm the zone for your location with your recruiter. Benefits
At Atlassian, we offer a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we are motivated by a common goal: to unleash the potential of every team. Our software products help teams around the world, and our solutions are designed for all types of work. We believe in valuing diverse perspectives and experience and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process. For more information about our culture and hiring process, visit go.atlassian.com/crh. Job details
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, a part of being a distributed-first company. Base pay range is provided in the posting as part of compensation information. Responsibilities
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. Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams. Guide the customer and Atlassian Account Team to develop customer Success Plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions. Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs. Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements. Engage with 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 the account team and the Account Associate. Be the Voice of the Customer to provide internal feedback on how Atlassian can better serve strategic customers. Qualifications
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 with an enterprise book of business (roughly 20 accounts) balancing strategic engagements with a portfolio approach. 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. Compensation
Base pay range is provided in the posting. Zone-based ranges in the United States are: Zone A: $174,600 - $227,950 Zone B: $156,600 - $204,450 Zone C: $144,900 - $189,175 This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. Confirm the zone for your location with your recruiter. Benefits
At Atlassian, we offer a wide range of perks and benefits designed to support you and your family, including health and wellbeing resources, paid volunteer days, and more. To learn more, visit go.atlassian.com/perksandbenefits. About Atlassian
At Atlassian, we are motivated by a common goal: to unleash the potential of every team. Our software products help teams around the world, and our solutions are designed for all types of work. We believe in valuing diverse perspectives and experience and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All information will be kept confidential according to EEO guidelines. We can provide accommodations or adjustments at any stage of the recruitment process. For more information about our culture and hiring process, visit go.atlassian.com/crh. Job details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Software Development
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