Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.
We are looking for a Team Lead who can develop, champion, and motivate a team of Enterprise Loyalty Advocates located in Amsterdam, focused on our largest Enterprise customers. The team will be primarily focused on the German Enterprise market.
The Loyalty Advocates team is responsible for maximizing customer retention rates, and driving product and user expansion, for a large volume of Enterprise customers. Due to the high volume of customers and the large portfolio of Atlassian product offerings, we utilize a smart touch approach by strategically engaging with key customer segments at various times throughout the customer lifecycle based on potential opportunity or risk mitigation.
You will manage the daily team operations and help define our sales engagement strategies, while also seeking to improve various Loyalty Advocate processes and systems in coordination with relevant stakeholders. Your experience will allow you to provide expert knowledge of customer engagement models and will help drive performance improvements. You'll recruit and onboard A-list players to expand your team and continue to foster a customer-first culture. You'll effectively and creatively oversee the team's day-to-day, including team stand-ups, meetings, resource planning, load balancing, target setting, projects, and cross-functional collaboration.
Does this sound like a dream role to you? Apply now!
In this role, you'll get to
Hire, lead and coach a team of Loyalty Advocates with great customer engagement skills, sales acumen, and strong values fit
Define and iterate on our processes to improve efficiency and reduce problems
Set success metrics and report on the performance of renewals and expansion within our Enterprise customer base
Work cross-functionally with the Sales and Product teams to grow customer footprints and help influence product roadmaps
Work in a fast-paced environment where you will take the initiative to get stuff done or try something new to improve team performance and operations
More about you
On your first day, we'll expect you to have:
Five or more years in sales/account management/customer retention/customer success or similar background roles in the software industry (SaaS and/or behind-the-firewall)
Shown experience in inspiring, mentoring, and motivating teams toward achieving individual and company-wide goals
A tendency to operate daily with a sense of urgency, an affinity for problem-solving and strong analytical capabilities
Experience managing and driving projects that improve operational efficiency or performance
Experience with organisational change and implementing better approaches to address problems and opportunities
Ability to learn from mistakes and adapt to challenging situations
Ability to effectively interact and communicate with various levels of management
Experience managing activity and tracking/reporting on performance by using a CRM tool, preferably Salesforce
Ability to balance multiple projects/initiatives running concurrently, effectively multi-tasking while working with cross-functional teams
Natural thought leadership and ability to think independently and structure your work accordingly
Ability to demonstrate sound reasoning with clarity around why you made specific decisions and choices throughout your career
It's great, but not required if you have
Two or more years in team leadership/people management roles
Experience working across multiple geographic locations on a regular basis with both internal teams as well as cross-functional stakeholders
Experience innovating new frameworks, processes, best practices, analyses, and strategies for continual improvement in quality, consistency/precision, accuracy, and efficiencies
Experience in driving renewals, expansion, and other revenue-producing programs
Ability to understand technology and clearly articulate the value proposition to the customer
Ability to analyze and understand potentially complex data sets, and the ability to utilize that understanding to make data-driven, fact-based decisions
Ability to think about the strategic impact decisions may have not just in the short-term, but in the medium and long-term as well
Experience setting individual and team targets, and guiding performance to achieve targets
More about our team
We are a global team of hard-working, passionate, and fun Atlassian advocates located in the United States, the Netherlands, and the Philippines. Our team mission is to maximize revenue retention with a focus on strategic migration and expansion efforts while providing a seamless customer experience that ensures continued health and loyalty.
We're customer-focused individuals who strive to continuously improve our retention rates by overcoming objections and articulating value propositions to thousands of customers across all Atlassian products and platforms. We aim to bring the best experience to our customers while continually improving our engagement strategy and efficiency. We add new value from lost engagements by gathering churn reasons and product blockers and feeding it back into the business to help drive improvements to the future state. Our ultimate goal is to fuel the potential in every team.
More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian
Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.
Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.