Customer Retention Manager DACH

1 month ago

London, United Kingdom Atlassian Full time

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Overview

Job Description
Are you passionate about engaging with Enterprise customers and have experience with software retention? Do you enjoy working in smaller teams, while also being part of a company that's experiencing outstanding growth? Are you a curious person, always looking for a way to maximize value with all your customers? Our Enterprise Loyalty team's mission is to maximize revenue retention, strategic migration, and expansion efforts; all while providing a seamless customer experience that ensures continued health and loyalty. If this sounds exciting, then read on
We impact the retention and growth of our Enterprise accounts by cultivating strong partnerships with our largest 10% of customers and positioning the high value of Atlassian's software within every interaction.

Your Future Team
The Loyalty Advocacy team is comprised of curious, proactive, empathetic, and fun-loving Loyalty Advocates specializing in Atlassian's full suite of products and services. We have shared team performance metrics and goals to encourage collaboration and partnership. Above all, we believe in the Atlassian values and use them as our compass in always refining and optimizing our non-traditional sales model. Our team drives renewal strategies that engage clients and keep the churn rates low. We uncover expansion and migration opportunities by aiming to understand our customer's goals then sharing how Atlassian's solutions can help achieve them.
Every Enterprise Loyalty Advocate bridges the gap between sales and customer success by collaborating with account teams and channel partners to support strategic account planning, verifying pricing and license expiration dates, and sharing feedback on the growing needs of a customer.
You will report to Laura Riekenberg, Loyalty Advocates Manager.

Responsibilities

What you'll do

  • Nurturing customer relationships throughout the renewal lifecycle, maximizing customer retention rates through effective inside sales techniques over the phone, video, and email while also mitigating churn risk.
  • Lead renewals across different products and platforms for both direct customers as well as customer renewals that vary across any of our Solution Partners in each region we support
  • Increase customer awareness of Atlassian's product portfolio to identify cross-sell and up-sell opportunities during the renewals cycle
  • Maintains a deep understanding of product updates and new offerings and articulates those improvements to customers and our solution partners
  • Maintains a consistently healthy pipeline by logging sales and renewal activities, customer data, and customers' status within internal systems

Qualifications

About you

  • Three or more years of proven experience in account management, software renewals, customer success, or other relevant business areas
  • Ability to establish rapport, form relationships, and build trust on the phone and on video across a wide variety of countries and cultures
  • Consistent track record of meeting or exceeding performance goals
  • Fluent in German
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