Senior Account Associate, Renewals

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.
Are you passionate about engaging with customers and have experience with SaaS renewals? Are you a curious person, always looking for ways to maximize value for customers? Our Account Associates team mission is to elevate customer value realization through adoption of the Atlassian System of Work. We collaborate throughout the customer journey to optimize revenue retention and growth. If this sounds exciting, then read on!
Your Future Team
The Account Associates team is comprised of curious, proactive, fun-loving retention & expansion specialists, accountable for Atlassian's full suite of products and services. Our team is ultimately responsible for Atlassian's strong customer retention, building loyalty through proactive engagement, effective objection handling techniques, and empathy for each business's unique needs. We look for opportunities to expand our customers' existing footprint at the time of renewal, are experts in mitigating purchasing friction and overcoming procurement challenges, and have a keen eye for discovering new opportunities for the broader Account team.
Our team drives renewal strategies and uncovers expansion opportunities at the time of renewal by probing for evolving requirements, leveraging data signals, and partnering with our Customer Success team to understand customers' goals and motivations. Every Account Associate is the crucial link between sales and customer success, collaborating with account executives and channel partners to mitigate churn risk, driving pricing and licensing discussions, and sharing feedback on the dynamic needs of our customers.
Above all, we believe in the Atlassian values and use them as our compass in always refining and optimizing our go-to-market model.
In this role, you will:

• Nurture customer relationships throughout the renewal lifecycle, maximizing customer retention rates while also mitigating churn risk
• Identify cross-sell and up-sell opportunities during the renewals cycle and educate customers on the benefits of Atlassian products
• Maintain a healthy pipeline by logging sales and renewal activities, customer data and status within internal systems
• Partner with the strategic account team on account planning and driving total book of business growth through whitespace analysis and install base research
• Work with Atlassian's largest enterprise customers, handling the complexity and adapting to changing events
• Co-own or collaborate on projects that seek to improve our practice, process, and/or ways of work.

You will have:

• 5+ years of experience in account management, software renewals, customer success, or other relevant business area working with enterprise (Fortune 1000) customers, preferably with direct client management for B2B Software as a Service
• Experience managing an end-to-end sales cycle
• Experience with objection handling and escalation mitigation, particularly at the C-suite level
• Passion for meeting or exceeding performance goals
• A strategic approach in reviewing the account footprint and prioritizing customer engagements to maximize account growth and retention
• Experience managing customer engagements with complex Enterprise-level customers
• Ability to prioritize high-value activities amongst competing priorities
• Familiarity with the Atlassian product suite; understanding of common uses cases and ways of work, as well as with CRM tools (Salesforce preferred) and Business Intelligence (such as Tableau), CSM platforms (such as Gainsight), forecasting software (such as Clari), and work collaboration tools (Zoom, Slack, and Google Suite preferred)
• Experience working with channel partners and resellers
• Interest in agile ways of working, project management, DevOps and automation, or IT service management

Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
Zone A: $110,300 - $147,100
Zone B: $99,300 - $132,400
Zone C: $91,600 - $122,100
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
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.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .