Account Associate, Mid-Market (Renewals)

Atlassian; San Francisco (CA); Remote; USD 88,000 - 128,000; Full time

Job summary

Atlassian is seeking an Account Associate to drive renewal and expansion for enterprise customers across a flexible, distributed US workforce. You will collaborate with Sales and Customer Success to maximize value, manage renewals, and identify expansion opportunities, while ensuring high-quality engagement and data-driven decisions.

You will forecast renewal opportunities weekly, navigate complex customer needs, and contribute to minimizing churn through proactive risk mitigation and proactive

Qualifications

• 3+ years of experience in account management or sales with enterprise customers.
• Consultative sales approach with emphasis on discovery and requirements.
• Proven ability to manage multiple priorities and meet performance goals.
• Familiarity with Salesforce and BI/CSM tools such as Tableau, Gainsight, Clari.
• Experience working with channel partners and resellers.
• Interest in agile work, DevOps, ITSM, and AI.

Responsibilities

• Deliver best in class Net Retention and Gross Retention through effective communication and risk mitigation.
• Manage a diverse portfolio of Enterprise customers through the contract lifecycle.
• Partner with Sales on account planning to drive total book of business growth.
• Understand and document customer priorities and current use of Atlassian products to optimize value and identify cross-sell opportunities.
• Foster relationships and collaborate with Atlassian Solution Partner sales reps.
• Accurately forecast your renewal pipeline on a weekly cadence.
• Maintain operational excellence through continuous improvement and accountability.
• Pipe Generation: build a pipeline by identifying needs during renewals and partnering with AEs.

Skills

Account management

Customer success

Sales

Time management

Relationship building

Tools

Salesforce

Tableau

Gainsight

Clari

Zoom

Slack

Google Suite

Job description

Overview

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.

Are you passionate about engaging with customers and have experience with SaaS renewals? Are you a curious person, always looking for ways to maximize value for customers? Our Account Associates team mission is to elevate customer value realization through adoption of the Atlassian System of Work. We collaborate throughout the customer journey to optimize revenue retention and growth. If this sounds exciting, then read on!

Your Future Team

The Account Associates team is comprised of curious, proactive, fun-loving retention & expansion specialists, accountable for Atlassian's full suite of products and services. Our team is ultimately responsible for Atlassian’s strong customer retention, building loyalty through proactive engagement, effective objection handling techniques, and empathy for each business's unique needs. We look for opportunities to expand our customers' existing footprint at the time of renewal, are experts in mitigating purchasing friction and overcoming procurement challenges, and have a keen eye for discovering new opportunities for the broader Account team.

Our team drives renewal strategies and uncovers expansion opportunities at the time of renewal by probing for evolving requirements, leveraging data signals, and partnering with our Customer Success team to understand customers' goals and motivations. Every Account Associate is the crucial link between sales and customer success, collaborating with account executives and channel partners to mitigate churn risk, driving pricing and licensing discussions, and sharing feedback on the dynamic needs of our customers.

Above all, we believe in the Atlassian values and use them as our compass in always refining and optimizing our go-to-market model.

Responsibilities

What you’ll do

• Deliver best in class Net Retention and Gross Retention rates through effective communication, risk mitigation and expansion discovery

• Manage a diverse portfolio of Enterprise customers through the contract management lifecycle

• Partner with the Sales Teams on account planning to ultimately drive total book of business growth.

• Understand and document customer business priorities, as well as current use of Atlassian product suite, to optimize Atlassian’s value while discovering cross-sell and upsell opportunities for the Account team

• Foster relationships and collaboratively sell with Atlassian Solution Partner sales representatives

• Accurately forecast your pipeline for renewal opportunities on a weekly cadence

• Maintain operational excellence through continuous improvement, prioritization, and accountability

• Pipe Generation: Build a consistent pipeline of qualified expansion opportunities by proactively identifying customer needs during renewal conversations and partnering with AEs to develop and progress those opportunities.

Compensation

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits..

Pay Ranges

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: $98,100 - $128,075

Zone B: $88,200 - $115,150

Zone C: $81,000 - $105,750

Qualifications

• 3 + years of experience in account management, customer success, sales, or other relevant business area working with enterprise (Fortune 1000) customers, preferably with direct client management for B2B Software as a Service

• Background in consultative sales approach with an emphasis on discovery; ability to navigate complex business needs and requirements.

• Success with building strong relationships while simultaneously growing accounts across your book of business, , and demonstrated ability to prioritize and manage your time amidst the competing priorities of a high growth business

• Passion for meeting or exceeding performance goals

• Familiarity with the Atlassian product suite; understanding of common uses cases and ways of work, as well as with CRM tools (Salesforce preferred) and Business Intelligence (such as Tableau), CSM platforms (such as Gainsight), forecasting software (such as Clari), and work collaboration tools (Zoom, Slack, and Google Suite preferred)

• Experience working with channel partners and resellers.

• Interest in agile ways of working, project management, DevOps and automation, or IT service management, and of course, AI

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.

To learn more about our culture and hiring process, visit go.atlassian.com/crh..

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.