AWR Sales Customer Engagement Lead

Working at Atlassian

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.

Your Future Org

The Sales and Success Team at Atlassian is dedicated to driving customer-centric growth and enhancing customer experiences through strategic initiatives and data-driven insights.

Your Future Team

You will join the Sales Customer Engagement Team, which seeks to strengthen strategic relationships with every customer through purpose-built, insights-driven Customer Engagement Programs. We are advancing how Atlassian engages with customers through our Customer Advisory Boards, Executive Briefings, and Executive Engagements.

Responsibilities

The AWR Sales Customer Engagement Lead is responsible for owning Customer Attendance and Race and Post-Race Customer Engagement in the Customer Engagement Workstream for all AWR races on behalf of sales. Key responsibilities for this role include:

• Review the existing playbook for Pre-Race, Race, and Post-Race Customer Engagement processes, identify inefficiencies, provide solutions, and continually iterate on process improvement.
• Assess and recommend tooling that will support a single source of truth for tracking and managing customers who are targeted, invited, declined, and attended AWR races.
• Define measures of success for the Customer Engagement Workstream and track the impact against sales success metrics (for example, increase invitation acceptance rate, Office of the CXO CSAT, etc.)
• Pilot and test new ideas for Customer Attendance and Race and Post-Race Customer Engagement that will drive success metrics.
• Build and execute a sales enablement strategy to inform, enable, and support the Account Teams in the nomination, invitation, prep, and follow-up process.
• Coordinate across all Customer Engagement Pillar Workstreams for AWR and the Customer Engagement Team.
• Represent Customer Engagement Pillar in the broader AWR Program.
• Own 1:many, 1:few, and 1:1 sales communications, partnering with Sales Enablement where appropriate.
• Work with the Account Teams and the Office of the CRO to build and maintain a target list of customers for each of the upcoming AWR races and coordinate with Marketing.
• Work in close partnership with the Office of the CXO on sending personalized communications to customers, including invitations, thank you, and follow-up communications.
• Develop a repository of personalized templates for all customer communications, including invitations, thank you notes, and Loom scripts.
• Set timelines and hold the Account Teams accountable for nomination deadlines, customer profile deadlines, and follow-up deadlines.
• Build and manage Customer Profiles, working with the Account Teams, for each customer attending each of the AWR races.
• Manage and track all Customer Insights for all customers attending AWR races, working in partnership with the on-site Customer Insights contact.
• Coordinate with the Account Teams and Office of the CXO on all Customer Insights and Action Items resulting from an AWR race and do monthly check-ins on progress.

• 10+ years of Enterprise Sales or Sales Program Management experience.
• Executive communication: the ability to distill customer insights, priorities, and pain points into actionable discussion points for ExecOps.
• Stakeholder Management: listen and understand the needs of Executive, Office of the CXO, Sales, and customer stakeholders and manage their expectations.
• Strategy and program management: build a compelling strategy, drive it forward, and creatively remove blockers.
• Optimization: establishing new ways of working and implementing new processes, tools, and/or technologies to ensure optimal information flow and engagement.

• 5+ years in a customer-facing role