Senior Principal Product Manager, JSM Enterprise

**Please only apply if you have the required ITSM and outbound PM experience listed below.
Working at Atlassian
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. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Summary
Reporting to the Head of Product Enterprise Growth & Monetisation, the Senior Principal Product Manager, JSM Enterprise role has a primary focus on ensuring Enterprise sales and marketing teams have a single point of Product contact. You will engage as an Subject Matter Expert with strategic customers during high-stakes pre-sales conversations, playing product partner in escalations, and driving strategic post-sales conversations to ensure that our customers can adopt our products at scale. Secondarily you are also responsible for prioritising Enterprise customer needs with product and solution teams and leading the roadmapping & delivery of Enterprise features for JSM.
Main Responsibilities

• Pre-sales engagement at CIO/Sr Director level to partner with sales team to instill customer confidence in our products

• Escalation management - Represent Solution Area and Enterprise in high-priority customer escalations during migration or post-migration phase; internal effort to resolve issues and close the look with customer

• Post-sales/Adoption - partner with Customer Success team for adoption remediation and growth conversations with strategic customers where product intervention would be beneficial

• Represent Voice of the Customer back to product and platform teams

• Participate in Enterprise processes for JSM such as public roadmaps curation, Enterprise VOC, Enterprise CAB, Enterprise Office Hours, etc.

• Main Enterprise specialist for their respective solution area

• Deliver Enterprise growth goals and champion the delivery of Enterprise roadmap

On your first day you will have:

• 7+ years experience in ITSM space
• Background in Enterprise customer-facing situations, to land deals, de-escalate and help improve processes where needed
• Can create impact through product strategy that impacts company performance
• Use a blend of writing and speaking to influence C-level customers and partners
• Have experience of ITSM market; competitive landscape, product development, technology industry and markets
• Can align many teams to achieve Enterprise OKRs
• Presence and customer-facing confidence
• Empathy-driven Product leader who can coach PMs on how to engage with Enterprise sized customers
• Comfortable traveling around AMEA and USA for meetings

What does success look like?

1. Engage with customers to improve the use of our products through pre-sales, post-sales/growth conversations
2. Unify the positioning and strategy of JSM across internal product teams and our customers; connect what we're selling with what customers are using - and what we want them to use
3. Create prioritizing of Enterprise customer needs with product and solution teams
4. Improve on our Enterprise DNA - educate traditional PMs on customer engagement, create accountability within solution/product teams

Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
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: $220,800 - $294,300
Zone B: $198,700 - $264,900
Zone C: $183,300 - $244,300
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .