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Senior Customer Reference Manager

Atlassian

Atlassian

Customer Service
Austin, TX, USA · Remote
Posted on Friday, June 14, 2024

Senior Customer Reference Manager

Marketing | Austin, United States | Remote, Americas | Full-Time

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Behind every great human achievement, there is a team. From medicine and space travel, to disaster response and pizza deliveries, Atlassian products help teams all over the planet advance humanity through the power of software. Our mission on the Customer Marketing team is to tell the stories of how we help unleash the potential of every team.

With 200k+ customers, this is an increasing priority for us, and it’s why we’re looking for a passionate, customer-centric marketer with sales experience to join the team. This person will be the front line of our reference program, meeting new members to understand their advocacy goals, and helping match them with the right advocacy opportunity at the right time. While sitting on the customer marketing team, you’ll work across Sales, CSI, Community, Product Marketing, Field Marketing, Communications, Events, and beyond. This we can promise you: the job won’t be boring.


In this role, you’ll:

  • Be the leader of Atlassian’s Customer Reference motion - we hope to scale this team, so we’re looking for someone to set this program up for longterm success.

  • Help grow our Customer Advocacy Program - iterate with us as we discover what works best for the customer and for Atlassian.

  • Service requests for 1:1 customer connections (and measure success/impact of these connections).

  • Partner deeply with Sales and CSI to build a pipeline of nominations for customer references

  • Manage reference program data in Orca, a Salesforce app we’ve procured to track the success of our program.

  • Surface the right customers to be included in advocacy activities like 1:1 references, marketing campaigns, channel marketing and sales enablement needs as well as support our comms team in sourcing customers for events, speaking opportunities, investor events, etc.

  • Build relationships with customers and protect their long term advocacy journeys


On your first day, you’ll need:

  • 8+ years of experience working on a customer reference or customer advocacy team

  • Ability to craft influential and relevant communications to highlight the value of participating in customer advocacy activities with Atlassian

  • Ability to manage multiple projects, determine project urgency and execute detailed action plans; ability to collaborate effectively across multiple organizations.

  • Build strategic relationships with PMM, Sales, and Support partners to build pipeline and help make high quality 1:1 connections.

  • A creative team player, who cares about their work and continually looks at how we can improve.

  • Experience managing a database of advocates in a customer reference tracking tool (ie: Orca, Reference Edge, Influitive)

  • Experience onboarding customers into a reference program - you are confident speaking to customers at any level in an organization and conducting customer interviews to understand their product use case and how it would tie into the reference program

Nice to have:

  • A huge plus if you have experience working with Atlassian tools.

  • Knowledge of solution areas: ITSM, Scaled Agile, Developer Joy, and Work Management

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $132,300 - $176,400

Zone B: $119,100 - $158,700

Zone C: $109,800 - $146,400

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.