Loyalty Advocate (Spanish & Portuguese)

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about 4 years old

This job is no longer active

Atlassian is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.


Minimum Required Experience:

  • Three or more years experience in inside sales, software renewals, customer success or other relevant business areas
  • Proven ability to understand technology, and clearly articulate the value proposition to the customer
  • Ability to establish rapport and build relationships and trust over the phone across a wide variety of countries and cultures
  • Strong attention to detail and polished verbal and written communication skills
  • Dedication to continuous improvement and innovation
  • Proven track record of meeting or exceeding performance goals
  • Experience managing a high volume renewal funnel and renewal opportunities within a CRM platform (preferably Salesforce)
  • Excels in time management & shows a high level of organization in managing multiple work streams and tools such as quoting and license data
  • Experience identifying the drivers of customer's purchase decisions and effectively overcome customer objections
  • Ability to identify cross-sell or upsell opportunities during the renewals cycle
  • Ability to be decisive and prioritize among competing opportunities
  • Ability to be a team player and meet customer needs at scale
  • Ability to recognize potential issues and act decisively to remediate
  • Preferred Additional Experience:

  • Ability to utilize Atlassian product knowledge to articulate value to customers during expansion
  • Comprehensive understanding of Atlassian's sales model and pricing and licensing complexities
  • Experience managing or building relationships with cross-functional teams, third-party vendors and partners, i.e. Channel Partners or Corporate Resellers
  • Strong customer service ethic and empathy for the customer experience
  • Ability to work in a rapid growth environment and are open to taking on new responsibilities
  • Experience uncovering top drivers for customer churn and articulating those back to the business
  • Demonstrated experience driving value for customers across multiple product offerings
  • Experience with both on-premise and cloud software solutions
  • Responsibilities

  • Maximize the software maintenance renewal rate through effective inside sales techniques over the phone and email
  • Manages a high volume of sales opportunities across a wide variety of different platforms and products
  • Manages renewals across differing engagement models (proactive renewal outreach, reactive renewal outreach, cross-sell/upsell, Enterprise renewals)
  • Increase customer awareness of Atlassian's product portfolio to identify cross-sell and up-sell opportunities during the renewals cycle
  • Overcomes customer objections and owns remediation of risk throughout the customer renewal lifecycle
  • Maintains a deep understanding of product updates and new offerings and articulates those improvements to customers
  • Improves our understanding of causes behind customer purchase decisions (i.e. why customers stay or churn) in order to drive improvements in tactics and strategy
  • Maintains a consistently healthy pipeline by tracking sales activities, customer data and customers' status within internal systems (Salesforce.com)
  • Owns customer relationships throughout the renewal lifecycle
  • Required knowledge and skills

  • Innate ability to empathize with customers across a wide variety of countries and cultures
  • Ability to manage a multitude of complex renewals situations 
  • Spanish or Portuguese speaking (written and verbal)
  • Understands the intricacies and complexities of a wide variety of renewal situations
  • Ability to action feedback to positively impact future output
  • Polished written and verbal communication skills
  • Problem-solving, decision making, and innovating thinking
  • Ability to adapt to new processes quickly 
  • Understands of the Atlassian sales model and how we transact with customers
  • Ability to recognize when to ask for help
  • Active focus on continuous self-improvement
  • 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.