Role Overview
As a CSM, you’ll build relationships and demonstrate an understanding of the Atlassian customer journey. You’ll be equipped to guide complex customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.
What You Will Do
Develop a trusted advisor relationship with customers from C-Suite, to executives and global teams helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
Why It Might Be a Fit
Experience with SaaS business models and enterprise customer needs resulting in quantifiable outcomes. Collaborate with the customer and account team members to develop Customer Success Plans, including regular check-ins, EBRs (Executive Business Reviews), and strategic planning sessions.
Requirements
- 8-10 years in Customer Success or account management with a track record managing Enterprise 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 an ability to demonstrate those use cases, and understanding of configuration trade-offs.
- Experience making customers feel valued through quality service internally across product, sales, support and marketing to facilitate a seamless customer experience
- Experience balancing a book of business in a customer-facing environment.
- Experience with Gainsight (or similar CRM tool), Salesforce and BI tools such as Tableau
Benefits
- health and wellbeing resources
- paid volunteer days
- so much more
To apply for this job please visit careers-americas.icims.com.
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