Team Lead, Enterprise Loyalty Advocate

Atlassian

Location: Washington, District of Columbia

Job Type: Full time

Posted


Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

We are looking for an experienced Manager who can develop, champion, and motivate a skilled group of Enterprise Loyalty Advocates who are responsible for the health of our Enterprise retention business. With over 240,000 customers worldwide, our Enterprise Loyalty Advocate team drives retention for the top 10% of customers in their respective regions, focusing on renewal and expansion activities across Atlassian’s full product portfolio, including Jira, Confluence, Jira Service Management, Trello, and Jira Align. By proactively leading customer engagements, uncovering expansion and migration opportunities, and overcoming objections during the renewal cycle, Enterprise Loyalty Advocates collaborate with our Enterprise Advocates teams to effectively drive Total Book of Business growth in accounts.

You will be accountable for team performance, revenue forecasting, prioritizing team focus, staffing, on-boarding, and up-skilling the team. You will manage the daily team operations and help define customer engagement strategies while also seeking to improve and standardize various processes and systems in coordination with relevant stakeholders. Your experience will allow you to provide expert knowledge of customer engagement models in order to drive performance improvements. 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.

We are looking for someone who possesses strong leadership skills with the ability to lead through change. You must be results-driven and possess an innate ability to empathize with Atlassian stakeholders, Solution Partners, and customers. We want a team player who can demonstrate both strong leadership skills and humility in an organization that prides itself on its open, honest, and supportive culture. You have over 3 years of management experience with a proven track record of achieving revenue goals. You will play a critical part in helping us build our next-generation enterprise business model globally.

Does this sound like a dream role to you? Apply now!

In this role, you'll get to:

  • Hire, manage 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 friction
  • 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
  • Engage with our Public Sector Channel Partners to drive success across our government accounts

On your first day we'll expect you to have:

  • 5+ years in renewals / inside sales/account management/customer success or similar background roles in the software industry (SaaS and/or behind-the-firewall)
  • Experience with public sector and federal government account management
  • Proven experience in inspiring, coaching, 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 change management 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 leveraging 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 the 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:

  • 3+ years in team leadership/people management roles
  • Residence in the Washington, DC metro area
  • Experience working in conjunction with industry-leading public sector SaaS organizations like Carahsoft
  • Experience working across multiple geographic locations on a regular basis with 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
  • Ability to analyze and understand potentially complex data sets, and the ability to utilize that understanding to make data driven, fact-based decisions
  • Experience setting individual and team targets and guiding performance to achieve targets
Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

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 learn more about our culture and hiring process, explore our Candidate Resource Hub.
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