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Support Account Manager

https://www.atlassian.com Logo

Atlassian

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Location:
United States , Austin

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Category:
Customer Service

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Contract Type:
Employment contract

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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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