JIRA, Customer Success Manager

Company Description

Do you have deep experience with JIRA? Are you passionate about getting people to adopt JIRA and transform the way they work? Do you get excited by the prospect of building the Customer Success function at Atlassian? If yes, then this could be exactly what you're looking for .... please read on!

We are searching for a Technical Customer Success Manager who has deep knowledge and experience using JIRA or other agile software development tools. You will also need to understand customer use cases and root causes of friction, and should be passionate about helping develop pathways to adoption and value realization. You will spend your first few months deep-diving into Atlassian's Customer Success processes to understand our unique approach. As a Customer Success Manager, you need to be comfortable creating and iterating on internal processes that will scale to Atlassian's Customer Success and 'light touch' models. You must have the ability to balance working towards a long-term vision while executing on daily customer-facing responsibilities. This person will also mentor the current team of Loyalty Advocates, so that they develop the same set of skills in Customer Success.

More about you

On your first day, we'll expect you to have:

  • Experience rolling out JIRA to users and transforming their processes
  • Experience shaping customer goals and helping them achieve those goals with a software product
  • Experience on-boarding customers
  • Customer interview skills with proven ability to dig deep into root causes
  • Experience creating and iterating on Customer impacting processes
  • Experience defining and documenting best practices

It's great, but not required, if you have:

  • Technical Account management or Pre-sales background
  • Previous experience helping an organisation adopt JIRA

More about our team

We run our Loyalty Advocate & Customer Success group like a well-oiled and agile team. The top priorities are easily identifiable and everyone on the team rallies around those deliverables, and each other, on a regular basis. We're pro-actively connecting with internal teams, and collaborating where at all possible to ensure continued happiness and productivity of our customers. We're fans of process but also possess the flexibility to regularly initiate and accommodate change. Most of all we like to treat each other like family and believe we're some of the biggest proponents of Atlassian core values!

To learn more about working with the C4L organization at Atlassian, see our video here!

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Job Description

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

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