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 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 to help 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.

Responsibilities

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 customer's senior technical leadership and develop an in-depth knowledge of the customer's environment.

• Drive customer's 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 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

Required skills + experience we look for are…

• 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

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 candidate's 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