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🇬🇧 United Kingdom Corridor 🛡️ Verified Employer Direct Placement

Support Account Manager

🏢 Atlassian 📍 Flexible / Remote 💼 external
Currency:
£43,731 - £57,924
£3,644 - £4,827 / mo
Verified Corporate Employer (Authorized Corporate Employer)

This vacancy is published by an accredited employer with authorized corporate payroll and standard compliance adherence.

Transatlantic Cost of Living & Purchasing Power Benchmark

Verified Analytics
Location Base
Flexible / Remote
Tier-1 UK Economic Zone
Est. Take-Home Pay
68% - 74% (After PAYE & NI)
Single tax filer baseline
Transatlantic Parity
1.0 GBP ≈ $1.28 USD Living Standard
Direct corporate benchmark

Position Overview & Specifications

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.Working at AtlassianAtlassians 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.As the Support Account Manager (SAM), you will...Be the primary Atlassian point of contact for all customer technical needs.Build a direct relationship with the customer's senior technical leadership and develop an in-depth knowledge of the customer's environment.Drive customers' open support cases and escalations to fast resolution, partnering with cross-functional resources within Atlassian (Support, Escalations, Engineering, Product).Provide high-touch support during incidents and security events, ensuring constant communication and delivering root cause analysis and action items.Be the voice of the customer inside Atlassian to prioritize the resolution of product bugs, enhancement requests, and action items.Coordinate the execution of customers' planned events such as system health checks, upgrades, and migrations.Prevent issues before they arise with proactive planning and regularly scheduled technical reviews for trending analysis.Create account plans to improve the customer's experience with Atlassian Support and Services efficiency.Stay current and advise the customer on any new product versions, upgrades, etc., on the roadmap that may benefit their environment.Produce support communications for customers on recent security alerts, product releases, and new product information.Present main insights, action items, and strategies to customers and Atlassian senior leadership periodically.Conduct customer deep dives on technical areas of interest.Regular working hours are Monday - Friday, based on the customer's regional hours.Weekend/Holiday coverage may be required for customer events, HOTs, and escalations.At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.This role may also be eligible for benefits, bonuses, commissions, and equity.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 softwareAdvanced level of troubleshooting skills across technologies, including REST API, Browser Devtools, SQL and Splunk queries, SSL/TLS, SSO/SAML, Java Logs, Networking, and Cloud environmentsDemonstrated experience and success managing critical customer situations in enterprise IT infrastructure technologies and Cloud environmentsSense 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 professionallyBenefits & PerksAtlassian 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 AtlassianAt 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.In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.
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Candidate Selection & Onboarding Process

1

Application & Resume Screening

Submit your tailored CV/Resume directly to the talent acquisition portal.

2

Technical & Competency Interviews

Virtual interviews with the hiring manager and multidisciplinary team.

3

Formal Offer & Benefits Negotiation

Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.

4

Onboarding & Corporate Integration

Equipment provisioning, team orientation, and commencement of duties.

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Location: Flexible / Remote
Eligibility: Verified Employer Direct Placement
Schedule: external
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