Senior Representative I, Customer Solutions

Socket.dev; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Stock options

Health insurance

Retirement plan

Career pathways program

Wellness allowances

Generous PTO

Cultural heritage and community day

Job summary

ServiceRocket, a global tech-enabled services company, is seeking an experienced Account Manager to build and manage customer relationships, drive renewals, expansions, and partner co-selling within the Atlassian ecosystem.

Ideal candidates have 3–5 years in account management or sales, strong MEDPICC discipline, and proven ability to forecast and close opportunities. The role collaborates with Solution Architects, delivery teams, and partners in a hybrid/remote setup.

Qualifications

• 3-5 years of experience in an account management or sales role.
• MEDPICC discipline and ability to qualify, progress, and forecast opportunities with clear evidence.
• Experience managing commercial conversations with multiple stakeholders - champions, economic buyers, procurement, and executive sponsors.
• Deep knowledge of Atlassian's product suite and strong understanding of the enterprise software landscape.
• Advanced skills in full-cycle sales, strategic planning, negotiation, and stakeholder management.
• Proven ability to work autonomously and grow a book of business.
• Strong communication skills and executive presence - you Talk Straight and build trust quickly.
• Experience with CRM discipline and deal documentation; HubSpot and NetSuite experience preferred.
• Bachelor's degree in a relevant field.

Responsibilities

• Build and maintain lasting relationships with customers and partners by understanding their focus, anticipating their needs, and solving their problems.
• Lead XBRs (real-time QBRs) for high-value, high-touch accounts, focusing on strategic alignment and value demonstration.
• Develop strategic problem/solution roadmaps that address current and long-term customer needs.
• Generate leads, manage pipeline, update forecasts, and develop and execute account plans.
• Perform prospecting activities such as cold calling and networking.
• Close opportunities to achieve sales targets.
• Deliver partner software quotes and orders, ensuring eligible deals are registered with the appropriate partner program incentives.
• Co-sell with partners by jointly creating services and software solutions that address customer needs.

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 your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

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

Why is ServiceRocket the place for you

• A 20+ year tech services expert of many solutions and partnerships with industry giants.
• 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 that supports your professional growth and personal well-being.
• We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024-2025 for Co-Selling Excellence award.

About the Sales and Success area

ServiceRocket's Sales & Success team is the commercial engine of the business as they are focused on finding, growing, and retaining customer relationships. Account Managers own the full customer relationship, from strategic account planning and executive engagement through to renewals, expansions, and partner co-selling, primarily within the Atlassian ecosystem.

They work as the commercial lead in a cross-functional "trio" alongside Solution Architects and delivery teams, translating customer needs into profitable software and services solutions. We look for self-starters with commercial curiosity, MEDPICC discipline, and a hunger to grow a book of business.

What you’ll be doing

• Build and maintain lasting relationships with customers and partners by understanding their focus, anticipating their needs, and solving their problems
• Lead XBRs (real-time QBRs) for high-value, high-touch accounts, focusing on strategic alignment and value demonstration
• Develop strategic problem/solution roadmaps that address current and long-term customer needs
• Generate leads, manage pipeline, update forecasts, and develop and execute account plans
• Perform prospecting activities such as cold calling and networking
• Close opportunities to achieve sales targets
• Deliver partner software quotes and orders, ensuring eligible deals are registered with the appropriate partner program incentives
• Co-sell with partners by jointly creating services and software solutions that address customer needs
• Follow up with customers regularly to ensure needs are being met and to identify opportunities
• Maintain CRM and account plans for customers and prospects (HubSpot and NetSuite)
• Coordinate internal and external resources — including Licensing, Services, Solution Architecture, RevOps, Marketing, Finance, and Legal — to improve customers' experience
• Host product demonstrations, webinars, and other online events to educate customers and prospects
• Illustrate the value of ServiceRocket's products and services to create growth opportunities
• Stay current with ServiceRocket's offerings and industry trends

What you bring to the table

• 3-5 years of experience in an account management or sales role
• Proven track record of meeting or exceeding targets
• MEDPICC discipline and ability to qualify, progress, and forecast opportunities with clear evidence
• Experience managing commercial conversations with multiple stakeholders - champions, economic buyers, procurement, and executive sponsors
• Deep knowledge of Atlassian's product suite and strong understanding of the enterprise software landscape
• Advanced skills in full-cycle sales, strategic planning, negotiation, and stakeholder management
• Proven ability to work autonomously and grow a book of business
• Strong communication skills and executive presence - you Talk Straight and build trust quickly
• Experience with CRM discipline and deal documentation; HubSpot and NetSuite experience preferred
• Bachelor's degree in a relevant field

What We Look For in Sales Rocketeers

This role is a key member of our sales team, focused on finding and driving both short and long-term opportunities. You ideally have experience in solution selling, using products such as Atlassian to drive transformational services solutions to customers. Beyond the role requirements, our Sales leadership looks for:

• Self-starters who take initiative, follow through, and own their pipeline without waiting to be directed
• Hungry and resilient individuals motivated by goals, comfortable with ambiguity, and proactive about creating opportunities
• Commercial curiosity - a genuine interest in understanding customer problems and connecting those needs to ServiceRocket solutions
• Collaborative sellers who can work across Customer Success, Solution Engineers, Licensing, Services, and partner teams to create customer outcomes
• Software sales interest or experience - SaaS, enterprise software, or Atlassian ecosystem experience is highly preferred but not mandatory when strong sales fundamentals are present
• Process discipline - CRM hygiene, qualification frameworks, and forecast accuracy matter here

Your leaders

Kharisma is a volleyball enthusiast, an animal rescue advocate, and our fearless sales leader. With 20+ years of go-to-market leadership, she leads our Global Sales team across four continents with sharp instincts, execution discipline, and a genuine belief in collaborative partnerships. With her and Rob, our founder and CEO, you'll co-sell with world-class partners, grow high-value customer relationships, and sharpen your craft in a team that leads through delighting the customer!

Perks

• Share the fruit program: when we grow the tree, we share the fruit-when the company grows, we share the profit.
• Stock options: you have the opportunity to participate in the ownership of the company.
• Health insurance: we support you and your family-your well-being matters.
• Retirement plan/funds saving: we care about your future-we have diverse plans depending on your location.
• Career pathways program: you can grow horizontally, vertically, or any way you want.
• Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
• Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Although the position is hybrid/remote, preferential consideration will be given to candidates based locally to the country’s office in order to better collaborate with our team. This position is not eligible for visa assistance/sponsorship or relocation assistance.

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.

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 hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!

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.

*Only shortlisted candidates will be notified*