Support Account Manager, Atlassian

Atlassian

Location:
United States, Austin

Category:
Customer Service

Contract Type:
Employment contract

Salary:

123900.00 - 186600.00 USD / Year

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Job Description:

As a Support Account Manager (SAM), you'll work with a skilled team to serve high-profile customers. Your focus is delivering exceptional service, and addressing customer issues promptly. You're the main contact for technical matters, so deep product knowledge is essential. Building strong relationships and providing proactive guidance are crucial in preventing technical issues. Collaborating with other teams like Support, Engineering, and Product Management to help resolve problems efficiently. Your action plans align with customers' business goals to maximize their investment in Atlassian products while achieving their objectives. You coordinate support, provide updates and details to customers, and collaborate across teams for issue resolution.

Job Responsibility:

Be the primary Atlassian point of contact for all customer technical needs
Build a direct relationship with the customer's senior technical leadership and develop an in-depth knowledge of the customer's environment
Drive customer's open support cases and escalations to fast resolution
Provide high-touch support during incidents and security events
Be the voice of the customer inside Atlassian to prioritize the resolution of product bugs
Coordinate the execution of customers' planned events such as system health checks, upgrades, and migrations
Prevent issues before they arise with proactive planning
Create account plans to improve the customer's experience with Atlassian Support and Services efficiency
Stay current and advise the customer on any new product versions
Produce support communications for customers on recent security alerts, product releases, and new product information
Present main insights, action items, and strategies to customers and Atlassian senior leadership periodically
Conduct customer deep dives on technical areas of interest

Requirements:

Bachelor's degree preferred (not required)
10+ years of experience in an Enterprise customer-facing role interacting with senior-level customer contacts, preferably in a customer support organization in enterprise software
Advanced level of troubleshooting skills across technologies, including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs, Networking and Cloud environments
Demonstrated experience and success managing critical customer situations in enterprise IT infrastructure technologies and Cloud environments
Sense of urgency and willingness to do what it takes in a high-growth environment by being highly action-oriented
Proficient in developing well-organized plans at various levels of detail and complexity
Excellent customer communications skills and ability to convey technical concepts and details in a way that is easily consumed by all levels of customer contacts
Proven customer management skills

What we offer:

health coverage
paid volunteer days
wellness resources

Additional Information:

Job Posted:
April 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Support Account Manager