As the Support Account Manager (SAM), you will…

Be the primary Atlassian point of contact for all customer technical needs.
Build a direct relationship with the customers senior technical leadership and develop an in-depth knowledge of the customers environment.
Drive customers open support cases and escalations to fast resolution, partnering with cross-functional resources within Atlassian (Support, Escalations, Engineering, Product).
Provide high-touch support during incidents and security events, ensuring constant communication, and delivery of root cause analysis and action items.
Be the voice of the customer inside Atlassian to prioritize the resolution of product bugs, enhancement requests, and action items.
Coordinate the execution of customers planned events such as system health checks, upgrades, and migrations.
Prevent issues before they arise with proactive planning and regularly scheduled technical reviews for trending analysis.
Create account plans to improve the customers experience with Atlassian Support and Services efficiency.
Stay current and advise the customer on any new product versions, upgrades, etc., on the roadmap that may benefit their environment.
Produce support communications for customers on recent security alerts, product releases, and new product information.
Present main insights, action items, and strategies to customers and Atlassian senior leadership periodically.
Conduct customer deep dives on technical areas of interest.
Regular working hours are Monday - Friday based on the customer’s regional hours.
Weekend/Holiday coverage may be required for customer events, HOTs, and escalations

Required skills + experience we look for are…

Bachelors degree preferred (not required)
10+ years of experience in an Enterprise customer-facing role interacting with senior-level customer contacts, preferably in a customer support organization in enterprise software
Advanced level of troubleshooting skills across technologies, including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs, Networking and Cloud environments
Demonstrated experience and success managing critical customer situations in enterprise IT infrastructure technologies and Cloud environments
Sense of urgency and willingness to do what it takes in a high-growth environment by being highly action-oriented.
Proficient in developing well-organized plans at various levels of detail and complexity (such as devising strategies to address escalations, planning for system upgrades, determining training methodologies, etc.) and adept at tracking tasks.
Excellent customer communications skills and ability to convey technical concepts and details in a way that is easily consumed by all levels of customer contacts, from system administrators to C-level.
Proven customer management skills. Ability to handle critical/urgent/high-pressure situations calmly and professionally

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidates skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $149,300 - $186,600

Zone B: $134,400 - $168,000

Zone C: $123,900 - $154,900

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. However, please confirm the zone for your specific location with your recruiter.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, were motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyones perspectives and experience, we never discriminate based on 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.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.