Atlassian Technical Account Managers (TAMs) are the multi-talented swiss army knife to help enterprise customers get the most out of their Atlassian investment.
Successful TAMs can assimilate multiple business objectives that an enterprise customer is trying to achieve with our products, and exhibit the technical breadth and thought leadership to orchestrate the customer's team past their technology, process, and organization hurdles to achieve their desired outcome.
TAMs deliver value to our largest customers through prescriptive insights and best practices. Whether the customer is establishing an Agile product delivery methodology, optimizing Developer Tools automation, creating new Collaboration communities, or enhancing IT Service management, the TAM is the customer's direct voice from Atlassian on to accelerating the effectiveness of teams with Atlassian's solutions.
TAMs also serve as the customer's trusted partner inside Atlassian, keeping them on the healthy path balancing governance and agility in their production environments, while advocating for their concerns back into all parts of Atlassian's organization and ecosystem, and ensuring the customer has a best-in-class experience with Atlassian.
TAMs live the company core values to MAKE THE CUSTOMER AWESOME!
- Open company, no bullshit
- Build with heart and balance
- Don't #@!% the customer
- Play, as a team
- Be the change you seek
What You’ll Do
- Understand the Customer: Develop a "trusted advisor" relationship with the customer's executive sponsors and align Atlassian to their initiatives
- Be a Solutions Evangelist: Atlassian's products are developed for teams to work more effectively regardless of role, department, or geography. Your discussions can span a broad spectrum of topics from:
- Closing the communications and knowledge gaps spanning a global team through Confluence and HipChat
- Standardizing delivery for a product team responsible for multiple products and markets, on JIRA Agile
- Seamlessly integrating issues, requirements, distributed version control and continuous delivery with JIRA, Stash and Bamboo
- Optimizing service delivery of any SLA-centric teams via Service Desk
- Extending use cases into other parts of the customer's organization that are looking to our tools to help them work more effectively
- Be a Technology Ninja: TAMs go beyond just proposing a solution, into helping the customer work through their execution challenges. You will become familiar with customer technical and governance concerns on topics like Performance optimization, Cluster load sizing, Infrastructure management, Security and LDAP directory integration, and Business Continuity planning, and will be conversant on all layers the technology stack across storage, network, database, information lifecycle, web services, and end user interaction.
- Be a Dev Ops Savant: Atlassian's customers strive for efficiencies through dynamic collaboration and automation, and for our developer user base this means having a strong understanding of DVCS, Build Automation and Release Management best practices. For enterprise customers, this goes further into achieving the same goal and reach across 1000's of engineers in the organization.
- Align Customer Focus: Deliver regularly scheduled executive level reports to our customers and embedded experts, to highlight their usage of Atlassian solutions and provide further recommendations for optimizing their workflows and solution benefits
- Drive Faster Execution: Work across customer, internal and partner teams to ensure coordination of tactical activities. Establish a common understanding and path forward for distributed resources within the customer's teams and lead discussions incorporating seasoned product experts, to preemptively address customer's product solution queries
- Establish Best Practice Patterns: Work with some of our largest customers helping them get the most out of Atlassian products while establishing best practices within their organizations
- Develop Frameworks and Methodologies: Design methodologies, tools and scripts to speed-up deployment, integration and adoption
- Champion the Customer's Cause: Working with Atlassian Support, Product Management, Engineering, Expert Partners and Sales to help Enterprise customers through critical challenges
- Identify New Market Opportunities: Develop and stream usage insights and processes that are fed back into other Atlassian departments to improve interactions with customers and partners
- Evolve the Customer Experience: Work on ad-hoc projects focused on improving our customer experience
What You’ve Done:
- Motivated, no-bullshit self-starter. Creative. Pragmatic. Relaxed yet enthusiastic attitude
- 8+ years of total software business experience
- Experience in Technical and Process consulting, support, development, or technical pre-sales and can help customers through complex issues
- Strong understanding of the Atlassian suite of products
- Detailed understanding of the software development lifecycle and can speak in depth on Git vs. other version control options, continuous integration, and continuous delivery.
- Able to install, configure and implement Atlassian solutions
- Highly technical and able to go into depth on product architecture of Atlassian and related products
- Strong customer service ethic - Must be good and experienced dealing with customers
- BS/BA/IT Degree or equivalent experience, MBA is a plus
- Understanding of ITIL and IT Service Management is a plus
- Excellent written and verbal communication skills
- Able to effectively articulate a recommendation to both an executive level decision makers and key technical influencers
- Excellent prioritization skills to individually detect and deliver the most important things first
- Ability to effectively delegate work across virtual teams
- Ability to build strong peer relationships
- Spectacular analytical capabilities and decision quality
- Process oriented
- Customer focus
- Your Dream Job
Atlassian was named one of the "2010 Best Small & Medium Companies to Work for in America," and is a terrific place to work. Great products and a fantastic reputation in business and tech have brought enterprise customers globally, including NASA, Sony, and the United Nations. With offices in Sydney, San Francisco and Amsterdam we are growing fast and full of opportunities.
We are building a different kind of software company: one that listens to client needs, values innovation and solves customer problems with brilliant simplicity. At Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.
Love Going To Work?
We live our values and we value our people. You will work in an open-plan office filled with lots of natural light and a customized, ergonomic work station. Our culture is vibrant and unique; our office is open, collaborative and playful. Maybe you'd like to participate in a lunchtime basketball game? Or would you rather head out for some rock climbing? If hunger strikes, head to the kitchen for drinks, fresh fruit, snacks and more. We know that people work harder when they play hard too, so it's your choice how you'll make Atlassian a great place for you to work.
In addition to some killer perks, Atlassian offers excellent health benefits for employees and dependents, ample time off, 401(k), life insurance, huge referral bonuses, friendly coworkers, and a clear vision driven by pure intentions. Check out a short video created by Atlassian staff on our values.
