Strategic Engagement Manager

Overview

Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it's necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

This is a remote position. To help our teams work together effectively, this role requires you to be located in the US West timezone.

Your future team

The Atlassian Advisory Services team is a globally distributed group of dedicated solutions advisors committed to ensuring customer success. Our team members collaborate with Strategic and Enterprise clients facing complex business challenges, guiding them to provide exceptional solutions for their users. We assemble trusted advisor teams to facilitate successful outcomes, helping clients maximize their Atlassian investments and achieve their ideal team collaboration solutions.

We are looking for a Strategic Engagement Manager to orchestrate Atlassian service engagements with clients who have purchased Advisory Services. You will be an individual contributor, reporting to a manager within the Strategic Engagement Management division of the Advisory Services organization.

Strategic Engagement Managers are experienced relationship managers responsible for ensuring positive client experiences and valuable outcomes. They orchestrate essential activities through their contracted services engagement that set customers up for success as they use Atlassian products to deliver outstanding value.

Responsibilities

What you'll do

• Lead the Atlassian Advisory Services paid engagements with some of our largest customers, helping them unlock the potential of their teams and drive outcomes with the Atlassian System of Work

• Manage client expectations, services engagement health, and ensure successful completion of delivery work with the customer

• Collaborate with Atlassian teammates for your client engagements including co-creating long-term strategic engagement and adoption plans with Sales and Success counterparts.

• Facilitate a deeper level of engagement with Advisory Services customers

• Spend up to 30% of your time traveling domestically, and in some cases internationally, for both internal and customer-facing events

Qualifications

Your background

• 8+ years of experience within SaaS companies

• 3+ years of Services or Success customer-facing roles

• Demonstrated customer engagement management ability including escalation management, customer advocacy, and managing multiple engagements simultaneously

• Customer discovery/value realization skills

• Experience identifying and interpreting themes from customer data

• Experience working on cross-team projects, engaging with Sales, Product, Support, Customer Success Management and other teams

• Experience helping an organization adopt an Atlassian product or similar product

• Technical Project Management experience including planning, scheduling, monitoring, and stakeholder reporting

It's great if you have, but not required:

• Foundational technical skills and familiarity with Atlassian solutions

Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world's best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

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 learn more about our culture and hiring process, explore our Candidate Resource Hub.

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