Job Specifications
Overview
Working at Atlassian
Atlassians have flexibility in where they work – whether in an oce, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities.
To help our teams work together effectively, this role requires you to be located in the UK, Netherlands or Poland.
Atlassian is looking for an experienced Onboarding Success professional specifically focused on customer onboarding to new products and expanding existing product usage by delivering engaging and educational virtual sessions designed to prioritize the powerful capabilities and product value for our customers. We’re seeking professionals who find positioning customers for success by sharing strategies to keep the Atlassian products approachable to be a rewarding and invigorating experience.
Onboarding Success Managers engage customers to unlock early and sustained business outcomes by delivering standard methodologies at scale that support product adoption, solution expansion, and long-term growth of customer users through.
You’ll build relationships and demonstrate deep understanding of the Atlassian customer journey in this role by facilitating customer experiences that go beyond transactional exchanges. You’ll be equipped to guide customers over their transformational hurdles, delivering value through proactive and programmatic customer engagement and best practices – whether the customer is establishing an agile product delivery methodology, optimizing developer tool automation, building new teamwork communities, or improving IT services.
In this role, you'll cut across multiple products and solution practice areas while partnering with our Customer Success Managers to build upon the momentum of your initial scaled customer engagements. You’ll interact with a variety of customer profiles to support the successful adoption and expansion of their Atlassian solution investment.
Responsibilities
Your future team
With over 250,000 customers worldwide, Atlassian is helping organizations like NASA, IBM, Hubspot, Samsung and Coca-Cola advance humanity through the power of incredible software that unleashes the potential of every team.
Our team enjoys high earnings potential with the enterprise white space opportunity ahead of us, selling impactful products that are at the forefront of cloud and artificial intelligence utilization.
We approach everything we do using our value of ‘play, as a team'.
In This Role, You Will
Design and deliver scalable engagements for a dynamic portfolio of customers during key journey milestones leading up to, during, and following their transformation or integration efforts to include including onboarding and early adoption efforts
Develop trusted advisor relationships with customers from C-Suite to global teams, ensuring they receive maximum value from our solutions throughout their lifecycle
Guide customers through the onboarding phase, focusing on change management, communication planning, and technical enablement
Manage post-sales activity for your customers through relationship-building, product expertise, and execution
Maintain a deep understanding of Atlassian products and solutions, articulating the most relevant features for each customer’s requirements
Drive early and sustained product adoption and success with Atlassian Solutions
Serve as the earliest voice of the customer, providing internal feedback to improve Atlassian’s enterprise offerings
Collaborate across sales, migrations, support, and account teams to ensure a seamless onboarding experience
Proactively Guide Customer Journeys: Leverage predictive signals and standardized frameworks to pinpoint key milestones, adoption opportunities, and potential risks, thereby facilitating early and sustained product adoption and success with Atlassian solutions.
Deliver Value at Scale: Deliver value through 1:many engagements including webinars, office hours, and curated outreach.
Maintain Solution & Industry Expertise: Maintain an understanding of our products and solutions and speak with customers about the most relevant features for their specific requirements.
Mitigate Risk: Identify and mitigate churn risks through early risk identification, intervention, escalation, and mitigation in collaboration with internal teams as needed
Maintain Operational Excellence: Keep accurate records in Gainsight, adhere to engagement frameworks, and contribute to continuous improvement initiatives.
Your Background
Experience in Customer Success with a track record of managing large customers with a complex SaaS product portfolio
Experience focusing on driving adoption during the customer onboarding phase (i.e. first 60-90 days)
Built and launched new customer journey programs from the ground up, defining success metrics, testing and iterating to optimize performance in a fast-paced, startup-like environment
Experience building programs and processes supportive of the cu
About the Company
Atlassian powers the collaboration that helps teams accomplish what would otherwise be impossible alone.
From space missions and motor racing to bugs in code and IT requests, no task is too large or too small with the right team, the right tools, and the right practices.
Over 300,000 global companies and 80% of the Fortune 500 rely on Atlassian’s software, like Jira, Confluence, Loom, and Trello, to help their teams work better together and deliver quality results on time.
With our 300,000+ customers and team of 10,000+ ...
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