[Hiring] Customer Retention Manager @Atlassian

Role Description

This role is fully remote but requires you to be located in the UK.

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
• 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
• Drive pricing and licensing discussions
• Share 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.

What You’ll Do:

• Nurture customer relationships throughout the renewal lifecycle, maximizing customer retention rates through effective inside sales techniques over the phone, video, and email while also mitigating churn risk.
• Lead renewals across different products and platforms for both direct customers as well as customer renewals that vary across any of our Solution Partners in each region we support.
• Increase customer awareness of Atlassian’s product portfolio to identify cross-sell and up-sell opportunities during the renewals cycle.
• Maintain a deep understanding of product updates and new offerings and articulate those improvements to customers and our solution partners.
• Maintain a consistently healthy pipeline by logging sales and renewal activities, customer data, and customers’ status within internal systems.

Qualifications

• Three or more years of proven experience in account management, software renewals, customer success, or other relevant business areas.
• Ability to establish rapport, form relationships, and build trust on the phone and on video across a wide variety of countries and cultures.
• Consistent track record of meeting or exceeding performance goals.
• German language proficiency is required.

Requirements

• At Atlassian, we strive to design equitable, explainable, and competitive compensation programs.
• This role may also be eligible for benefits, bonuses, commissions, and equity.

Benefits

• 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.

Company Description

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.

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.