Customer Retention Specialist

**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.

**Your Future Team**The Renewals team is comprised of curious, proactive, fun-loving Account Associates accountable for Atlassian's full suite of products and services. Our team is ultimately accountable for Atlassian’s strong customer renewal rates, through proactive engagement and effective objection handling techniques. We look for opportunities to expand our customers' footprint at time of renewal, are experts in mitigating customer friction and overcoming objections, and have an eye for discovering new opportunities for the broader Account team. Above all, we believe in the Atlassian values and use them as our compass in always refining and optimizing our go-to-market model. Our team drives renewal strategies that engage clients and keep the churn rates low. We uncover expansion opportunities at time of renewal by probing for opportunity, leveraging data and partnering with our Customer Success team to understand customer’s goals.
Every Account Associate bridges the gap between sales and customer success by collaborating with account teams and channel partners to mitigate renewal risk, proactively engaging on pricing and licensing discussions, and sharing feedback on the growing needs of a customer.

**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 MidMarket & Enterprise customers through the contract management lifecycle
- Partner with the Sales Teams on account planning to ultimately drive total book of business growth.
- Understand customer business priorities and current use of Atlassian product suite to optimize Atlassian’s value and discover cross-sell and upsell opportunities for the Account team
- Foster relationships and collaboratively sell with Atlassian Solution Partners sales representatives
- Weekly forecast your pipeline for renewal & expansion opportunities
- Maintain operational excellence through multi-tasking and prioritization

**Your background**:

- English fluency mandatory
- Three or more years of proven B2B SaaS experience in direct client management (renewals, account management, customer success, inside sales, or other relevant business area) working with enterprise customers.
- Track record of maintaining strong renewal rates to drive positive revenue outcomes
- Consultative approach with an emphasis on discovery; ability to influence customer outcomes
- Consistent track record of meeting or exceeding performance goals
- Ability to overcome objections and mitigate commercial risk within accounts
- Demonstrated ability to prioritize and manage your time amidst the competing priorities of a high growth business

**Nice to have**:

- Experience working with channel partners and resellers
- Familiarity with the Atlassian product suite; understanding of common uses cases and ways of work
- Interest in agile ways of working, project management, DevOps and automation, or IT service management
- Familiarity with CRM tools (Salesforce preferred) and Business Intelligence (such as Tableau), CSM platforms (e.g. Gainsight), forecasting software (e.g. Clari), and work collaboration tools (Zoom, Slack, and Google Suite preferred)

**Benefits & Perks**

**About Atlassian**

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.