Customer Reference Manager

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.

Roles & Responsibilities

• Serves as a resource for GTM teams to connect referenceable customers to requests for name drops, breakout session speakers, webinars, case studies, testimonials, beta testers/product feedback, analysts, and sales references
• Supports the ongoing/always-on recruitment of new references to grow our customer database; identifies and connects existing programs, processes, and data sources to Customer Marketing database
• Partners with Community team to create a pipeline of community champions into reference database and approach to rewards that feels seamless to customer
• Manages and maintains Customer Referenceable Database as SME, ensuring appropriate use of advocates according to Advocate Hierarchy and deepening insights into advocate and customer use cases through data
• Supports CM Service Desk in the fulfillment of reference requests, managing the process end to end from scheduling, to follow-ups, thank yous, and outcomes tracking
• Partners with Field Events/ABM on 1:Many and 1:Few reference events for late stage/like prospective customers
• Regularly reports on business metrics to track program success focusing on revenue impact of referenceable customers

• At least 35 years of experience in a customer-facing role, ideally as a Customer Reference Manager, or in Customer Marketing or Advocacy
• Full professional proficiency in English, both written and spoken
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, GTM teams, and other stakeholders
• Strong project management skills, including the ability to manage multiple projects and coordinate activities across several teams
• Strong analytical skills, with the ability to track and measure the impact of customer references
• Systems thinker with a proven ability to build efficient processes and frameworks
• Experience working with systems such as Salesforce, Gainsight, and reference platforms (e.g., Deeto)

• Experience managing third-party review site campaigns and leveraging review content
• Experience collaborating with industry analysts and contributing to analyst reports
• Fluency in an additional European language, preferably German or French