Account Associate - Multiple Teams

Overview

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.

To help our teams work together effectively, this role requires you to be located in UK.

Responsibilities

Are you passionate about engaging with customers and have experience with SaaS renewals? Are you a curious person, always looking for ways to maximize value for customers? As part of our specialized Trello team, you will focus on helping Trello customers unlock the full power of visual collaboration. Our Account Associates team’s mission is to elevate customer value realization through adoption of the Atlassian System of Work. We collaborate throughout the customer journey to optimize revenue retention and growth. If this sounds exciting, then read on!

Your Future Team

The Account Associates team is comprised of curious, proactive, fun-loving retention & expansion specialists. This team specializes in Trello renewals and expansion, while championing Atlassian's broader System of Work. Our team is ultimately responsible for Atlassian’s strong customer retention, building loyalty through proactive engagement, effective objection handling techniques, and empathy for each business's unique needs. We look for opportunities to expand our customers' existing footprint at the time of renewal, are experts in mitigating purchasing friction and overcoming procurement challenges, and have a keen eye for discovering new opportunities for the broader Account team.

Our team drives renewal strategies and uncovers expansion opportunities at the time of renewal by probing for evolving requirements, leveraging data signals, and partnering with our Customer Success team to understand customers' goals and motivations. Every Account Associate is the crucial link between sales and customer success, collaborating with account executives and channel partners to mitigate churn risk, driving pricing and licensing discussions, and sharing feedback on the dynamic needs of our customers. As a Trello specialist, you will be the expert on how teams collaborate in Trello and how it connects with tools like Jira, Confluence, and Loom. Above all, we believe in the Atlassian values and use them as our compass in always refining and optimizing our go-to-market model.

Qualifications

What you’ll do

• Deliver best in class Net Retention and Gross Retention rates through effective communication, risk mitigation, and expansion discovery

• Manage a diverse, high-volume portfolio of Trello customers across all segments (primarily SMB and Mid-Market) through the contract management lifecycle

• Partner with the Sales Teams on account planning to ultimately drive total book of business growth.

• Understand and document customer business priorities, as well as current use of Trello and the Atlassian product suite, to optimize Trello's value while discovering cross-sell and upsell opportunities for the Account team

• Foster relationships and collaboratively sell with Atlassian Solution Partner sales representatives

• Accurately forecast your pipeline for renewal opportunities on a weekly cadence

• Maintain operational excellence through continuous improvement, prioritization, and accountability

• Pipe Generation: Build a consistent pipeline of qualified expansion opportunities by proactively identifying customer needs during renewal conversations and partnering with AEs to develop and progress those opportunities.

Qualifications

• 3 + years of experience in account management, customer success, sales, or other relevant business area working with B2B SaaS customers across multiple segments (SMB, Mid-Market, or Enterprise), preferably with direct client management and renewals experience

• Background in consultative sales approach with an emphasis on discovery; ability to navigate complex business needs and requirements.

• Success with building strong relationships while simultaneously growing accounts across your book of business, and demonstrated ability to prioritize and manage your time amidst the competing priorities of a high-growth business

• Passion for meeting or exceeding performance goals

• Familiarity with Trello and the Atlassian product suite; understanding of common use cases and ways of working, as well as with CRM tools (Salesforce preferred) and Business Intelligence (such as Tableau), CSM platforms (such as Gainsight), forecasting software (such as Clari), and work collaboration tools (Zoom, Slack, and Google Suite preferred)

• Experience working with channel partners and resellers.

• Interest in agile ways of working, project management, DevOps and automation, or IT service management, and of course, AI

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.

In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.