Customer Retention Specialist

7 days ago


San Francisco, California, United States Atlassian Full time

At Atlassian, we strive to deliver exceptional customer experiences that drive long-term value and growth. As a Customer Retention Specialist for our Enterprise Accounts team, you will play a critical role in achieving this goal.

About the Role

We are seeking an experienced and results-driven professional to join our Account Associates team. Your primary responsibility will be to manage a diverse portfolio of Enterprise customers through the contract management lifecycle, ensuring seamless renewal processes and driving total book of business growth.

Your key objectives will include:

  • Delivering best-in-class Net Retention and Gross Retention rates through effective communication, risk mitigation, and expansion discovery
  • Partnering with Sales Teams on account planning to drive total book of business growth
  • Understanding and documenting customer business priorities and current use of Atlassian's product suite to optimize value realization and discover cross-sell and upsell opportunities
  • Maintaining operational excellence through continuous improvement, prioritization, and accountability
Requirements

To succeed in this role, you will need:

  • 3+ years of experience in account management, customer success, sales, or other relevant business areas working with Enterprise (Fortune 1000) customers
  • A background in consultative sales with an emphasis on discovery, navigating complex business needs and requirements
  • Success in building strong relationships while growing accounts across your book of business, prioritizing and managing time amidst competing priorities
  • Prior experience with CRM tools (Salesforce preferred), 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)
  • Familiarity with agile ways of working, project management, DevOps, and automation, or IT service management
Compensation

We offer a competitive compensation package, including a base salary within the range of $41.97 - $55.96 (Zone A) or $38.08 - $50.77 (Zone B) or $35.05 - $46.73 (Zone C) based on location and experience, plus benefits, bonuses, commissions, and equity. Please visit go.atlassian.com/payzones for more information on our geographic pay zones.

In addition, we provide a comprehensive suite of perks and benefits, including health coverage, paid volunteer days, wellness resources, and more, designed to support your overall well-being and engagement. Learn more at 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. We believe that the unique contributions of all Atlassians create our success, and we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

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



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