Overview:
As a Support Account Manager (SAM), you’ll work with a skilled team to serve high-profile customers. Your focus is on delivering exceptional service and addressing customer issues promptly. You’re the main contact for technical matters, so deep product knowledge is essential. Building strong relationships and providing proactive guidance are crucial in preventing technical issues. Collaborating with other teams like Support, Engineering, and Product Management to help resolve problems efficiently. Your action plans align with customers’ business goals to maximize their investment in Atlassian products while achieving their objectives. You coordinate support, provide updates and details to customers, and collaborate across teams for issue resolution.

REQUIRED SKILLS + EXPERIENCE WE LOOK FOR ARE…

• Bachelor’s degree preferred (not required)
• 10+ years of experience in an Enterprise customer-facing role interacting with senior-level customer contacts, preferably in a customer support organization in enterprise software
• Advanced level of troubleshooting skills across technologies, including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs, Networking, and Cloud environments
• Demonstrated experience and success managing critical customer situations in enterprise IT infrastructure technologies and Cloud environments
• Sense of urgency and willingness to do what it takes in a high-growth environment by being highly action-oriented.
• Proficient in developing well-organized plans at various levels of detail and complexity (such as devising strategies to address escalations, planning for system upgrades, determining training methodologies, etc.) and adept at tracking tasks.
• Excellent customer communications skills and ability to convey technical concepts and details in a way that is easily consumed by all levels of customer contacts, from system administrators to C-level.
• Proven customer management skills. Ability to handle critical/urgent/high-pressure situations calmly and professionally

Please refer the Job description for details