Atlassian
Atlassian provides tools to help every team unleash their full potential.

Manager, Customer Advocacy

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Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it's necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
At Atlassian, we are on a mission to reinvent B2B selling. We know that classic high-pressure B2B sales tactics don't work anymore. We have built a billion-dollar, fast-growing business without any of those tactics, based on high-quality products, free trials and an intense focus on customer satisfaction. Those happy Customers convert to paying Customers, creating a prolific "Flywheel" that has delivered 120,000+ customers to date. We believe that there is an opportunity to more proactively engage with our customers through "Smart Touch" - specific, value-added outbound engagements that will lead to higher conversions and incremental bookings throughout the Customer lifecycle.
About the Team
This new Global Enterprise Customer Advocate team will be responsible for collaborating with our Enterprise Advocates as we join forces to support critical customer touchpoints that begin with the initial presales conversations all the way through to the quote creation, negotiation, and purchase. Success will be measured by the accuracy, reliability, and timeliness of the solutions, and additional metrics and benchmarks will continue to be fleshed out as this team takes shape.
About the Role
This Manager position will be key in hiring and building the right team, establishing the vision and goals, and determining the most efficient and optimized process to guide complex cases and achieve revolutionary customer support.
Core responsibilities:

  • Hire, train, and lead a team of subject matter experts on Atlassian business, operation, customer service, and revenue policies.
  • Establish training guidelines and documentation to ensure a strong understanding of the Atlassian business model, pricing systems, and product offerings.
  • Enhance and streamline the end-to-end process for engaging with the customer, documenting best practices, and identifying ways to overcome challenges.
  • Inform the vision and goals of this newly established team that fit into the overarching themes/goals of the company.
  • Build solid relationships with internal and external stakeholders to achieve maximum results for all parties involved.
  • Create and share reports with the broader team that measure success and highlight opportunities for continued improvement.


Skills and requirements:

  • BS/BA in Business, Finance/Accounting, Economics, or a related discipline
  • Minimum 5+ years of experience in Sales Ops, and/or Revenue Ops
  • Minimum 5+ years of experience in a leadership role
  • Experience with Direct and Channel sales ecosystems
  • Strong understanding of software revenue recognition standards
  • Salesforce (CRM) and NetSuite (AR) experience
  • Highly proficient in Excel
  • Excellent written and communication skills
  • Excellent presentation skills


More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian
Creating software that empowers everyone from small startups to the who's who of tech is why we're here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned-collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we're looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we're committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team .
Additional Information
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.
If your experience looks a little different from what we've identified and you think you can rock the role, we'd love to learn more about you.
Learn more about Atlassian's culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub .

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What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings range from health coverage to paid volunteer days to fitness classes.

No matter where you're working from, we want to ensure you're set up for success. To support, we provide tools and generous financial support to complete an ideal workspace that suits your needs.

We're a global company and some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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