Account Associate

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. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

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? Our Account Associates team 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, accountable for Atlassian's full suite of products and services. 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.

Above all, we believe in the Atlassian values and use them as our compass in always refining and optimizing our go-to-market model.

Responsibilities

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 portfolio of Enterprise customers 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 Atlassian product suite, to optimize Atlassian’s value while discovering cross-sell and upsell opportunities for the Account team

• Foster relationships and collaboratively sell with …