[Atlassian] Loyalty Advocate Manager

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Loyalty Advocate Manager
Location:	Austin
Job Code:	QHP-1380
# of openings:	1
Description
Position Summary Atlassian is looking for a passionate leader to manage and grow our rapidly expanding Renewals (aka Loyalty Advocacy!) team as part of our Customers For Life department. The team is responsible for maintaining and increasing our customer retention rates through a combination of automation and human touch. This opportunity is perfect for someone with an unmatched passion for understanding customer’s needs and connecting the dots to unlock the full value of our renewal offerings for every customer. You will be responsible for day-to-day team operations as well as strategic and tactical renewal program development.  What you'll do  Lead, mentor and coach a team of US-based Loyalty Advocates through your experience, personal charisma, passion and dedication to driving customer loyalty Recruit and onboard A-players to expand your team and continue to foster the culture of "Customers for Life" With the help of your team, grow Atlassian footprint, increase customer retention rates and meet and exceed agreed-upon goals Effectively and creatively manage day-to-day operations, including team stand-ups, meetings, resource planning, load balancing, target setting, cross-team overlap, etc. Collaborate with other department leaders to drive innovation, run experiments and continuously tweak our processes and procedures to maximize customer retention and reduce churn Roll up your sleeves and facilitate complex renewal deals, jump on customer calls from time to time and manage customer escalations What you have: Proven experience leading and inspiring high-performing teams Demonstrated experience in coaching and developing people Inside sales background and account management experience in software industry (SaaS and behind-the-firewall) Ability to understand technology and clearly articulate the value proposition to the customer Ability to establish rapport and build relationships over the phone Meticulous attention to detail, polished verbal/written communication skills Experience with managing and reporting on the sales funnel through SFDC (salesforce.com) You would be a perfect fit if... You have 3-5 years of experience in a management role You have experience in driving renewals and other revenue producing programs in a high-volume/low-touch sales model You have consistently met or exceeded your goals - but your main focus is always on driving value for the customer You know what it takes to champion customer's needs You are articulate, sharp and engaging Your Dream Job? Atlassian is a terrific place to work. Great products and a fantastic reputation in business and tech have brought in over 35,000 customers globally, including NASA, Sony, and the United Nations. With offices in 10 locations including 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. If you start your career with 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.  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. 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. Check out a short video created by Atlassian staff on our values. Also, look through our website to find out more about life at Atlassian. Extras Reports to: Head of Customer Success & Retention Travel required: minimal              Location: Austin, TX

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