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About the Role
As a Support Account Manager (SAM), you will serve high-profile customers by delivering exceptional service and addressing issues promptly. You will be the main technical contact, requiring deep product knowledge and proactive guidance to prevent issues. Collaboration with Support, Engineering, and Product Management teams is key to efficient problem resolution. Your action plans will align with customer business goals to maximize their investment in Atlassian products.
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.
- 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.
Requirements
- 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
Skills
- REST API
- Browser Devtools
- SQL
- Splunk queries
- SSL/TLS
- SSO/SAML
- Java Logs
- Networking
- Cloud environments
- Troubleshooting
- Customer communication
- Customer management
- Planning
- Task tracking
Location
- Any country where Atlassian has a legal entity
Work Type
- Office
- Home
- Combination of office and home
Experience Level
- 10+ years of experience
Education Level
- Bachelor's degree preferred
Benefits
- Health and wellbeing resources
- Paid volunteer days
About the Company
- 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.
Equal Opportunity
- 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.
- In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.