Atlassian Learning Solutions Specialist

ServiceRocket; Palo Alto (CA); Remote; AUD 70,000 - 90,000; Full time

Job summary

ServiceRocket is a global tech-enabled services company headquartered in Palo Alto, California. As a Crew Member Learning Solutions Specialist, you will drive customer engagement through tailored learning and certification experiences, ensuring learning is integrated into the customer journey from onboarding to maturity.

You will directly engage with customers to provide needs assessments, build training plans, and use data-driven tracking to ensure mastery of our tools.

Qualifications

• Experience delivering live training and facilitating sessions with the ability to improvise
• 3+ years in customer-facing roles (Education, Scaled Success, or Training) or 3+ years technical experience with tools and training support
• Strong written and verbal communication skills, with ability to align cross-functional teams

Responsibilities

• Consult & Partner: conduct comprehensive needs assessments from interviews and product usage data
• Design Custom Journeys: create customized learning success plans and recommend courses/workshops
• Master the Delivery: manage end-to-end execution of live learning activities and adapt as needed
• Drive Adoption: suggest strategies to increase learning maturity within customer organizations
• Orchestrate Success: coordinate with content developers, account teams and training partners
• Measure Impact: track learning progress with data-driven metrics to show ROI
• Problem Solve: proactively resolve obstacles to customer learning success

Skills

Facilitation

Client mastery

Program management

Adult learning

Communication

Tools

Atlassian Jira

Confluence

JSM

Job description

G'day!

We are ServiceRocket , a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of our clients' and your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty-plus years and counting, we’ve got your back.

Why is ServiceRocket the place for you

• A technology services leader of many solutions and partnerships with industry giants and household names. This allows you to team up with a world-class group of experts to execute meaningful projects.
• Through your experience, you'll be able to enhance your industry knowledge and work with high-level decision-makers.
• Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. Our culture rocks! You’ll join a fun-loving and inclusive work environment.
• ServiceRocket has a dedicated leadership behaviors mindset that ensures you'll be a valued member of the team whose contribution matters.

Visit our website to learn more and become a part of our Rocketeer Nation.

About the Role

At ServiceRocket, we believe that learning is the engine behind customer success. As part of our Crew Member Learning Solutions Specialist, you will play a pivotal role in driving customer engagement through tailored learning and certification experiences. You will ensure that learning is seamlessly integrated into the customer journey, from onboarding to maturity. You will directly engage with customers to provide needs assessments, build training plans, and use data-driven tracking to ensure our customers aren't just using our tools, but mastering them. This is a unique opportunity to help shape the future direction of our customer education programs from the ground up.

What you’ll do

• Consult & Partner: Conduct comprehensive needs assessments to understand customers business challenges and skill gaps through interviews and product usage data.
• Design Custom Journeys: Create customized learning success plans for individual customers, recommending the right mix of courses, workshops, and documentation to hit their goals.
• Master the Delivery: Manage the end-to-end execution of live learning activities. You won’t just follow a deck; you will facilitate high-impact sessions where you can pivot the conversation and adapt the "official script" based on the real-time questions and needs of the learners in the room.
• Drive Adoption: Recommend specific strategies to increase the "learning maturity" of the customer organization, acting as a motivator and expert for technical or pedagogical questions.
• Orchestrate Success: Work closely with content developers, account teams, and authorized training partners to coordinate high-impact learning experiences.
• Measure Impact: Track and report on learning progress using data-driven metrics to demonstrate ROI to stakeholders.
• Problem Solve: Proactively identify and resolve obstacles to customer learning success through consultative problem-solving.

What you’ll bring

• Technical Toolset Expertise: You must have a deep understanding of the Atlassian ecosystem tool set. This can be Jira, Confluence, JSM, or any other Atlassian software.
• Facilitation Agility: You are a seasoned pro at live training. You know the material so well that you can improvise and adapt on the fly, answering "left-field" questions while keeping the class on track.
• Client Mastery: You have 3+ years of experience in customer-facing roles (Customer Education, Scaled Success, or Training) and a proven ability to build high-value relationships in a B2B SaaS environment, or you have 3+ years of technical experience with the tools and have had customers that needed training support.
• Program Management: You are deliberate and decisive, with experience in ideation, scheduling, and resource management for complex training programs.
• Adult Learning Foundations: A strong proficiency in adult learning principles and performance consulting.
• The "Founding" Mindset: You are comfortable in a "first-of-kind" role, helping to build programs where there isn't yet a playbook.
• Communication: Exceptional writing and presentation skills. You can articulate a vision that creates alignment across cross-functional teams.

Our Selection Process

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you to partner with.

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the selection team and the executive of the area.

Become a Crew Member. Join us in enabling global companies to take off.

Additional Information

ServiceRocket is committed to a diverse and inclusive workplace. ServiceRocket is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.