Strategic Customer Success Manager Korean Speaker

2 weeks ago

Sydney, New South Wales, Australia Atlassian Full time

About the Role

At Atlassian, we're on a mission to unleash the potential of every team. As a Strategic Customer Success Manager, you'll play a critical role in helping our customers realize the value of our platform and achieving their business goals.

Your Key Responsibilities

  • Develop trusted advisor relationships with customers at the C-suite and executive level, guiding them to succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
  • Experience with SaaS business models and ability to support strategic and complex enterprise customer needs, resulting in value realization across global teams.
  • Guide the customer and Atlassian Account Team to develop customer success plans, including regular check-ins, QBRs (Quarterly Business Reviews), and strategic planning sessions.
  • Experience navigating complex implementation processes with multiple partners globally to meet complex enterprise needs.
  • Maintain an understanding of our products and solutions, speaking with customers about the most relevant features for their specific requirements.
  • Engage with customers to unlock early and sustained product adoption and success with Atlassian Solutions.
  • Develop and execute adoption strategies targeting high-value accounts, driving change management, and expanding customer footprint.
  • Mitigate churn through early risk identification, intervention, escalation, and mitigation in partnership with your account team and in particular the Account Associate.
  • Be the voice of the customer, providing internal feedback on how Atlassian can better serve our strategic customers.

Requirements

  • 8-10+ years of experience in customer success or account management with a track record of managing strategic customers with a complex SaaS product portfolio.
  • Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
  • Experience using success plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
  • Understanding of common Jira and Confluence end-user use cases and ways of working, with the ability to demonstrate those use cases, and understanding of configuration trade-offs.
  • Collaborate internally across product, sales, support, and marketing to facilitate a seamless customer experience.
  • Experience balancing a book of business in a customer-facing environment.
  • Problem-solving skills and a customer-centric mindset.
  • Experience with Gainsight (or similar CRM tool), Salesforce, and BI tools such as Tableau.

About Atlassian

At Atlassian, we believe that the unique contributions of all our team members create our success. We're committed to diversity, equity, and inclusion and welcome applications from candidates from all backgrounds.

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