Account Associate, Mid-Market (Renewals)

Atlassian•San Francisco, CA

7d•$81,000 - $128,075•Remote

About The Position

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! 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.

Requirements

3 + years of experience in account management, customer success, sales, or other relevant business area working with enterprise (Fortune 1000) customers, preferably with direct client management for B2B Software as a Service
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 the Atlassian product suite; understanding of common uses cases and ways of work, 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

Responsibilities

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 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.