Support Account Manager

Atlassian; Austin (TX); Remote; USD 123,000 - 187,000; Full time

Job summary

An established industry player is seeking a Support Account Manager to enhance customer experiences through exceptional service and technical expertise. In this pivotal role, you will be the primary point of contact for high-profile clients, ensuring their technical needs are met and issues are resolved swiftly. Your proactive approach will help prevent potential problems while fostering strong relationships with customers and collaborating with cross-functional teams. This position offers a unique opportunity to influence product improvements and drive customer satisfaction in a dynamic, high-growth environment. If you thrive in fast-paced settings and are passionate about customer success, this role is perfect for you.

Benefits

Health Coverage

Paid Volunteer Days

Wellness Resources

Qualifications

• 10+ years in customer-facing roles, especially in enterprise software support.
• Strong communication skills to convey technical details to various audiences.

Responsibilities

• Serve as the main contact for technical needs and drive support case resolutions.
• Build relationships with senior technical leadership and coordinate support events.

Skills

Customer Relationship Management

Technical Communication

Problem Solving

Enterprise IT Infrastructure

Cloud Technologies

Project Management

Education

Bachelor's Degree

Job description

Support | Austin, United States | Remote, Remote | Full-Time

As a Support Account Manager (SAM), you'll work with a skilled team to serve high-profile customers. Your focus is delivering exceptional service, and addressing customer issues promptly. You're the main contact for technical matters, so deep product knowledge is essential. Building strong relationships and providing proactive guidance are crucial in preventing technical issues. Collaborating with other teams like Support, Engineering, and Product Management to help resolve problems efficiently. Your action plans align with customers' business goals to maximize their investment in Atlassian products while achieving their objectives. You coordinate support, provide updates and details to customers, and collaborate across teams for issue resolution.

As the Support Account Manager (SAM), you will…

1. Be the primary Atlassian point of contact for all customer technical needs.
2. Build a direct relationship with the customer's senior technical leadership and develop an in-depth knowledge of the customer's environment.
3. Drive customer's open support cases and escalations to fast resolution, partnering with cross-functional resources within Atlassian (Support, Escalations, Engineering, Product).
4. Provide high-touch support during incidents and security events, ensuring constant communication, and delivery of root cause analysis and action items.
5. Be the voice of the customer inside Atlassian to prioritize the resolution of product bugs, enhancement requests, and action items.
6. Coordinate the execution of customers' planned events such as system health checks, upgrades, and migrations.
7. Prevent issues before they arise with proactive planning and regularly scheduled technical reviews for trending analysis.
8. Create account plans to improve the customer's experience with Atlassian Support and Services efficiency.
9. Stay current and advise the customer on any new product versions, upgrades, etc., on the roadmap that may benefit their environment.
10. Produce support communications for customers on recent security alerts, product releases, and new product information.
11. Present main insights, action items, and strategies to customers and Atlassian senior leadership periodically.
12. Conduct customer deep dives on technical areas of interest.
13. Regular working hours are Monday - Friday based on the customer’s regional hours.
14. Weekend/Holiday coverage may be required for customer events, HOTs, and escalations.

Required skills + experience we look for are…

1. Bachelor's degree preferred (not required)
2. 10+ years of experience in an Enterprise customer-facing role interacting with senior-level customer contacts, preferably in a customer support organization in enterprise software
3. Demonstrated experience and success managing critical customer situations in enterprise IT infrastructure technologies and Cloud environments
4. Sense of urgency and willingness to do what it takes in a high-growth environment by being highly action-oriented.
5. Proficient in developing well-organized plans at various levels of detail and complexity (such as devising strategies to address escalations, planning for system upgrades, determining training methodologies, etc.) and adept at tracking tasks.
6. Excellent customer communications skills and ability to convey technical concepts and details in a way that is easily consumed by all levels of customer contacts, from system administrators to C-level.
7. Proven customer management skills. Ability to handle critical/urgent/high-pressure situations calmly and professionally

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:

1. Zone A: $149,300 - $186,600
2. Zone B: $134,400 - $168,000
3. Zone C: $123,900 - $154,900

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.

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.

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.