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.
At Atlassian, we've built a billion dollar, fast-growing business based on high-quality products, free trials and a focus on customer satisfaction. Interested evaluators convert to paying customers, activating a prolific "Flywheel" that has delivered 250,000+ customers to date. Our Product Advocate team comes into play before or during a customer's evaluation journey, and serve as the product experts to help connect our solutions with their needs. We inspire trial activations and purchases by supporting customers with recommendations and resources based on our deep product knowledge of features. In turn, we provide our product and marketing teams with customer feedback & insights to guide roadmap prioritisation and messaging optimisation.
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We need folks who are passionate about giving accurate, helpful information to our pre-evaluators and evaluators so they can make an informed decision. We rely on our products, and our knowledgeable team of Product Advocates explaining the benefits of those products, to increase revenue.
As a Senior Product Advocate, your primary goals are the success and enablement of our SMB customers and the rest of the Product Advocate team. A successful Senior Product Advocate will:
- Assist customers with complex product questions via chat, email, video calls and live demos.
- Staff multiple weekly Q&A sessions for our product demos
- Run outbound calls for department-led marketing projects
- Assist other teams with product questions
- Help team members craft articulate, informed responses when questions and escalations arise.
- Analyze customer data to understand trends plus coach and enable teammates and new hires.
- Uncover ways to optimize the SMB product support experience, help scale our resources, and increase satisfaction
- Provide customer insights for most cases, turning feedback and customer metadata into relevant insights for our Marketers and Product Managers
- Ownership of some OKR analysis, team training projects and implementing system/process changes
- 5+ years experience in a technical support and/or technical sales role, preferably in a software environment.
- Ability to learn new technologies and products to continually evolve as a technical expert for our evaluators.
- Exceptional soft skills for both internal and external communication via phone, chat and email.
- Strong analytical skills, proven ability to solve problems and recommend solutions for customer needs.
- Working knowledge of Agile methodology.
- Professional, positive attitude with strong team-oriented interpersonal skills and the ability to effectively interface with a wide variety of people and roles.
- Proven ability to coach and mentor other teammates to grow and challenge their technical skills.
- Self-starter with exceptional prioritization skills and a passion for change and improvement.
Preferred Skills
- Experience using or administering Atlassian's product suite, especially our DevOps and ITSM platforms.
- Experience working through a queue and interfacing with customers on complex software issues.
- Experience with SMB sales, preferably technical and product driven sales.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.
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.