Engagement Program Manager

Atlassian • Seattle, WA

84d • $118,800 - $155,100

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. At Atlassian, we work with over 300,000 customers worldwide, and these customers typically have complex, large-scale operations and high expectations for their technology investments. Our goal is to unleash the potential of every team through the power of incredible software solutions, delivering exceptional customer impact and ensuring ongoing revenue growth. What makes us unique is our belief in our value of ‘play, as a team'. We support each other, celebrate our wins together, and share knowledge. Our Engagement Program Managers (EPMs) are the heartbeat in driving continuous engagements for our broad customer base. Continuous engagements are virtual events offering customers with the opportunity to join live sessions with Atlassian experts. These events demonstrate ways for customers to achieve value through engaging one:many formats such as Workshops and Office Hours. Engagements are multi-sensory, nurturing emotional connection and enablement, while capturing data and assets that can be repurposed for further efforts to drive adoption. EPMs are dedicated to orchestrating these engagements, providing a backup engine that ensures CSMs have high-value proof points to help their customers realize the full value of their Atlassian investment. By combining AI-driven personalization, automation and expert-led delivery, every engagement feels tailored and high-value. The north star is to make every engagement so seamless that adoption accelerates organically so that CSMs can spend more time on multi-threading and strategic conversations.

Requirements

• 5+ years in Customer Success programs, Digital Customer Success or lifecycle marketing.
• Understanding of common Jira, Jira Service Management, Confluence and Loom end-user use cases and ways of working.
• Experience establishing collaborative cross-functional alignment across product, sales, support, marketing, and solution partners to facilitate a seamless customer experience.
• Experience with Gainsight, Salesforce, BI tools such as Tableau, Customer Data Platforms like Databricks and Webinar tools like Zoom and BigMarker.
• Experience using qualitative and quantitative data to run programs that deliver measurable outcomes.

Responsibilities

• Build quarterly and annual roadmaps tied to measurable adoption outcomes.
• Maintain a rolling 90-day event calendar, ensuring CSMs always know the next best thing to invite customers to.
• Deploy AI to do the heavy lifting for event personalization, segmentation and distribution.
• Utilize automations so that each customer feels like they have a dedicated CSM behind them.
• Partner with Product, CS, and SMEs to source speakers and align messaging.
• Partner with Marketing to amplify events across channels.
• Optimize the facilitator readiness model so that you can scale polished, impactful events across regions that CSMs are proud to bring customers into.
• Define KPIs such as Monthly Active User (MAU) lift, cloud migration acceleration, feature utilization.
• Ensure closed-loop actions into CSM playbooks.

Benefits

• Health and wellbeing resources.
• Paid volunteer days.

What This Job Offers

• Number of Employees: 5,001-10,000 employees