Manager, Account Associates - Loom

Atlassian's acquisition of Loom in 2023 marks a significant step in our mission to unleash the potential of every team. With over 1 billion knowledge workers seeking improved methods for planning, tracking, and executing their tasks daily, the demand for effective collaboration tools has never been greater. The shift towards distributed work has intensified the need for solutions that enable teams to operate asynchronously across various geographies and time zones. This is precisely where Loom plays a crucial role.
The Loom Account Associates team is comprised of curious, proactive, empathetic, and fun-loving renewal specialists. 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 upgrade, expansion, and migration opportunities by aiming to understand our customer's goals and then sharing how Atlassian's solutions can help achieve them. Every Account Associate bridges the gap between sales and customer success by collaborating with account teams to support strategic account planning, verifying pricing and license expiration dates, and sharing feedback on the growing needs of a customer.
Job Description
We are looking for an experienced manager who can develop, champion, and motivate a team of highly-skilled Account Associates, responsible for the health and retention of our Loom customers. You will be the founding leader of the Loom Account Associates team as part of Loom's integration into the Atlassian go-to-market team.
You are a creative and strategic thinker responsible for helping to define the team's direction and strategy. You will be accountable for team performance, revenue forecasting, and balancing prioritization amidst a complex ownership footprint, as well as staffing, onboarding, and up-skilling the team. Success will be dependent on your ability to work cross-functionally with Sales leadership on execution and strategy and collaborate effectively with other key customer-facing teams (Sales and Customer Success). You are the voice for the team, helping to escalate and remove blockers where needed so your team can do their best work and provide an ideal customer experience. You will report directly to the Head of Account Associates, Solutions.
We are looking for someone who possesses strong leadership skills, with the ability to motivate and inspire staff and adapt to change. You must be an adept planner, results-driven, and possess an innate ability to empathize with Atlassian stakeholders, solution partners, and customers. We want a team player who can demonstrate both strong leadership skills and humility in an organization that prides itself on its open, honest, and supportive culture. You have over five years of management experience with a track record of achieving revenue goals. You will play a critical part in helping us build our next-generation enterprise business model globally.
More about you
On your first day, we'll expect you to have:

• Five to 10 years of renewals, sales, and or account management/customer success experience, ideally with three-plus years managing revenue-impacting teams focused on Enterprise customers (Eight-plus total years of experience)
• A tendency to operate daily with a sense of urgency, an affinity for problem-solving, and strong analytical capabilities
• Experience with forecasting revenue and performance management
• Experience with change management and implementing better approaches to address opportunities
• Experience in business process integration
• Negotiation skills including active listening, objection handling, empathy, building trust, and emphasizing value
• Experience in coaching and developing people
• Experience in hiring and onboarding team members
• Ability to operate autonomously
• Ability to effectively interact and communicate with various levels of management
• Ability to balance multiple projects and initiatives running concurrently, effectively multi-tasking while working with cross-functional teams
• Ability to demonstrate sound reasoning with clarity around why you made specific decisions and choices throughout your career

More about our team
The Account Associates team is focused on maximizing revenue retention with a focus on upgrade and expansion efforts while providing a seamless customer experience that ensures continued health and loyalty. The team is comprised of hard-working, passionate, and fun-loving Account Associates specializing in Atlassian's full suite of products and services. We have shared performance metrics and goals to inspire collaboration and teamwork, but above all, we believe in the Atlassian values and want to use them as our compass in constantly refining and optimizing our non-traditional retention model.
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: $127,600 - $170,100
Zone B: $114,800 - $153,100
Zone C: $105,900 - $141,200
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.
Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About Atlassian
At 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 .