Job Description
Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it’s necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company. Growth Customer Advocates (SMB Support Specialist) are focussed on helping customers be successful in their Atlassian cloud journey. We engage with Atlassian's larger SMB customers, and are focussed on our core cloud products (Jira, Confluence, and Atlassian Access). Our main goal is to show our customers how Atlassian cloud premium solutions can help them be successful in their business objectives. Since we work at such a scale, we want Growth CAs to be a champion for their customers, providing feedback to our product and engineering teams, and helping us optimize our customer experience. All of this is done in tight coordination with our Product specialists and Marketing organization. We are looking for someone who is customer-focused and creative, with the ability to think at scale, and effectively organize resources to meet the needs of our SMB customers. We are looking for someone with an understanding of the customer buyer journey, who can help us apply what could work to the Atlassian sales model. If this sounds like you, we'd love to hear from you!
In this role, you'll get to:
- Show our existing SMB customers how Atlassian's Cloud Premium solutions can help them be successful in their business objectives
- Understand technical initiatives and business outcomes for customers who are contemplating an upgrade to Cloud Premium and Atlassian Access
- New business and expansion targets within designated accounts or territory
- Provide Cloud Premium value proposition to interested customers and help them make the business case for executive approvals
- Serve as the main point of contact in the customer journey start to end
- Manage customer requests through various channels such as chat, phones, service desk tickets, and email in a targeted way to support specific customer segments.
- Coordinate with a variety of stakeholders (such as Product and Marketing) to ensure a seamless customer experience
- Partner with the retentions team to maximize customer health and retention
- Funnel key customer feedback through the sales Insights team
- Establish and maintain productive peer-to-peer relationships with internal Atlassian stakeholders, Solution Partners, and key customers
On your first day, we'll expect you to have:
- Three or more years of customer facing experience in a B2B environment
- Experience managing customer relationships across different topics & objectives
- Experience utilizing a CRM system to manage individual/team key performance metrics
- Experience identifying customer needs and utilizing solution-based techniques to fully demonstrate the value of products and solutions
- The ability to manage a high volume of leads and opportunities from various sources and sizes through different channels (chat, phone, zoom & email)
- The ability to execute and optimize (sales) processes
- Proven track record of meeting or exceeding performance targets
- Excellent communication skills in English
It's great, but not required if you have:
- Experience in B2B sales
- Experience in a "non-traditional" sales environment
- Experience working with Salesforce
- Familiarity with Atlassian's suite of products
- Comprehensive understanding of Atlassian's GTM model
- Experience working in both start-up and corporate environments
- Experience working in a SaaS company
- Additional language skills, such as Spanish or French
Final Note We are looking for people who are eager to build out a new growth motion for our customers and for Atlassian. On the one hand, you should be passionate about building (and breaking) new systems so that these are truly ready for scale. On the other hand, you should believe that the only constant is 'change' and although Growth CAs have a clear swimlane, things (will) change as we are building an agile growth engine. Lastly, we're looking for team players as the backbone of the role will be working & learning from each other.
More about our benefits Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to:
Unleash the potential of every team .
Additional Information We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. If your experience looks a little different from what we’ve identified and you think you can rock the role, we’d love to learn more about you. Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our
Candidate Resource Hub .
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