Enterprise Customer Retention Specialist, APAC

May, 11
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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.
Job description
Are you passionate about engaging with enterprise accounts and have experience with software retention? Do you enjoy working in smaller teams, while also being part of a company that's experiencing outstanding growth? Our mission is to maximize revenue retention with a keen eye toward strategic migration and expansion efforts, while providing a seamless customer experience that ensures continued health and loyalty. If this sounds exciting, then read on!
Enterprise Customer Retention Specialists educate our customers on the benefits of Atlassian software. We affect customer retention through pro-active, strategic account management activities to our large enterprise customers. We have a discovery mentality and actively look for ways to promote growth and expansion within your accounts. Our team drives renewal and expansion transactions across Atlassian’s suite of solutions through proactively engaging high-value renewals, uncovering expansion and migration opportunities, and overcoming objections. Each teammate collaborates with our Account Executives team to support Account Planning and Quoting activities, as well as with Channel Partners on account strategy and deals. You'll be first to understand why some customers stay, and some customers churn, and be responsible for sharing that insight with the company. 

In this role, you’ll get to:

    • Maximize customer retention rates through effective inside sales techniques over the phone, video and email while also minimizing customer churn.
    • Lead renewals across differing products and platforms
    • Increase customer awareness of Atlassian's product portfolio to identify cross-sell and up-sell opportunities during the renewals cycle
    • Maintains a deep understanding of product updates and new offerings and articulates those improvements to customers and our solution partners
    • Maintains a consistently healthy pipeline by logging sales and renewal activities, customer data and customers' status within internal systems (
    • Responsible for customer relationships throughout the renewal lifecycle 
    • Increase customer awareness of Atlassian's Cloud offering to find opportunities for platform migrations and up-sell during the renewals cycle

On your first day, we'll expect that you have:

    • Experience with enterprise software renewals, account management, customer success or other relevant business areas
    • Ability to be decisive and prioritize among competing opportunities
    • Ability to establish rapport; proactively engages customers with a consultative, solution-oriented approach in discovering new opportunities
    • Enjoy being a great teammate; collaborating with internal and external parties to reduce churn and expand customer base
    • Experience in selling or renewing in the SaaS industry
    • Experience in discovering upsell & cross-sell opportunities to uncover opportunities for expansion
    • Experience working with Partner ecosystems
    • Consistent track record of meeting or exceeding performance goals 

It's great, but not required if you have:

    • Experience in pipeline management and forecasting
    • Experience with CRM software and video conferencing
    • Familiarity with Atlassian's suite of products
    • Experience with both on-premise and cloud software solutions
More about the team
The Loyalty Advocacy team is passionate about improving our customer experience. With that naturally comes retention and expansion of existing revenue, as well as migration to our other platform offerings, all the while providing legendary service. The team is comprised of hard-working, passionate, and fun-loving Loyalty Advocates specializing in Atlassian's full suite of products and services. We have shared team performance metrics and goals to encourage collaboration and partnership, but above all, we believe in the Atlassian values and want to use them as our compass in constantly refining and optimizing our non-traditional sales model.
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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