Customer Loyalty Team Lead, EMEA German Language Skills

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over 3 years old

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Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.

We are looking for a Team Lead who can develop, champion, and motivate our Enterprise Loyalty Advocates team located in Amsterdam, focused on our largest Enterprise customers. The team will be primarily focused on the German Enterprise market.
The team is responsible for maximizing customer retention rates, and driving product and user expansion, for a large volume of Enterprise customers. Due to the high volume of customers and the large portfolio of Atlassian product offerings, we utilize a smart touch approach by strategically engaging with key customer segments at various times throughout the customer lifecycle based on potential opportunity or risk mitigation.
You will manage the daily team operations and help define our sales engagement strategies, while also seeking to improve various Loyalty Advocate processes and systems in coordination with relevant partners. Your experience will allow you to provide expert knowledge of customer engagement models and will help drive performance improvements. You'll recruit and onboard A-list players to expand your team and continue to foster a customer-first culture. You'll effectively and creatively be responsible for the team's day-to-day, including team stand-ups, meetings, resource planning, load balancing, target setting, projects, and cross-functional teamwork.
Does this sound like a dream role for you? Apply now!

In this role, you'll get to

  • Hire, lead and coach a team of Loyalty Advocates with great customer engagement skills, sales acumen, and strong values fit
  • Define and iterate on our processes to improve efficiency and reduce problems
  • Set success metrics and report on the performance of renewals and expansion within our Enterprise customer base
  • Work cross-functionally with the Sales and Product teams to grow customer footprints and help influence product roadmaps
  • Work in a fast-paced environment where you will take the initiative to get stuff done or try new things to improve team performance and operations

    • On your first day, we'll expect you to have

  • 5+years in sales/account management/customer retention/customer success or similar background roles in the software industry (SaaS and/or behind-the-firewall)
  • Shown experience in inspiring, mentoring, and motivating teams toward achieving individual and company­-wide goals
  • A tendency to operate daily with a sense of urgency, an affinity for problem-solving, and strong analytical capabilities
  • Experience managing and driving projects that improve operational efficiency or performance
  • Experience with organizational change and implementing better approaches to address problems and opportunities
  • Ability to learn from mistakes and adapt to challenging situations
  • Ability to effectively interact and connect with various levels of management
  • Experience managing activity and tracking/reporting on performance by using a CRM tool, preferably Salesforce
  • Ability to balance multiple projects/initiatives running concurrently, effectively multi-tasking while working with cross-functional teams
  • Natural thought leadership and ability to think independently and structure your work accordingly
  • Ability to demonstrate sound reasoning with clarity around why you made specific decisions and choices throughout your career

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

  • Two or more years in team leadership/people management roles
  • Experience working across multiple geographic locations on a regular basis with both internal teams as well as cross-functional partners
  • Experience innovating new frameworks, processes, findings, analyses, and strategies for continual improvement in quality, consistency/precision, accuracy, and efficiencies
  • Experience in driving renewals, expansion, and other revenue-producing programs
  • Ability to understand technology and clearly articulate the value proposition to the customer
  • Ability to analyze and understand potentially complex data sets, and the ability to utilize that understanding to make decisions based on facts and data
  • Ability to think about the strategic impact decisions may have not just in the short-term, but in the medium and long-term as well
  • Experience setting individual and team targets, and guiding performance to achieve targets

    • More about our team

    We are a distributed team of hard-working, passionate, and fun Atlassian advocates located in the United States, the Netherlands, and the Philippines. Our team mission is to maximize revenue retention with a focus on strategic migration and expansion efforts while providing a flawless customer experience that ensures continued health and loyalty.
    We're customer-focused individuals who strive to continuously improve our retention rates by overcoming objections and articulating value propositions to thousands of customers across all Atlassian products and platforms. We seek to bring the best experience to our customers while continually improving our engagement strategy and efficiency. We add new value from lost engagements by gathering churn reasons and product blockers and feeding it back into the business to help drive improvements to the future state. Our ultimate goal is to fuel the potential in every team.


    More about our benefits

    Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

    More about Atlassian

    Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

    Additional Information

    We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of 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.

    Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.