Support Account Manager

Overview

As a Support Account Manager (SAM), you'll work with a skilled team to serve high-profile customers. Your focus is on delivering exceptional service and addressing customer issues promptly. You're the main contact for technical matters, so deep product knowledge is essential. Building strong relationships and providing proactive guidance are crucial in preventing technical issues. Collaborating with other teams like Support, Engineering, and Product Management helps resolve problems efficiently. Your action plans align with customers' business goals to maximize their investment in Atlassian products while achieving their objectives. You coordinate support, provide updates and details to customers, and collaborate across teams for issue resolution.

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.

Responsibilities

• Be the primary Atlassian point of contact for all customer technical needs.
• Build a direct relationship with the customer's senior technical leadership and develop an in-depth knowledge of the customer's environment.
• Engage in account escalations/quarterly check-ins with SAM customers.
• 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 delivering 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 customer's 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.

Qualifications

• Bachelor's 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

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, 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 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 everyone's 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.

Key skills/competency

• Customer Support
• Technical Account Management
• Troubleshooting
• REST API
• SQL
• Splunk
• Cloud Environments
• Crisis Management
• Communication
• Proactive Planning