Product Advocate

Atlassian

  • Full Time

Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

At Atlassian, we’ve built a billion dollar, fast-growing business based on high-quality products, free trials and a focus on customer satisfaction. Interested evaluators convert to paying customers, activating a prolific “Flywheel” that has delivered 150,000+ customers to date. Our Product Advocate team comes into play prior to or during a customer’s evaluation journey, and serve as the product experts to help connect our solutions with their needs. We inspire trial activations and ultimately purchases by supporting customers with recommendations and resources based on our deep product knowledge of features and functionalities. In turn, we provide our product and marketing teams with customer feedback to guide roadmap prioritisation and messaging optimisation.

As the ultimate mission of our team is to provide best-in-class customer support, our success metrics are built to reflect this. Responding to customers in a timely manner and capturing their satisfaction with our response, are the two biggest ways we measure success. We need folks who are passionate about giving accurate, helpful information to our pre-evaluators and evaluators so they can make an informed decision. We rely on our products, and our knowledgeable team of Product Advocates explaining the benefits of those products, to drive sales.

More About You
We are looking for positive, professionally curious people who have technical chops, an innate ability to delight customers, and a burning desire to seek out and drive change for our products, processes, and performance. If you’re looking to work for a game-changing company, and you have an analytical and innovative mindset you’d like to use to influence the direction of a healthy and growing suite of software development tools, then Atlassian is the place for you.

 

On day one, we’ll expect you to have:

 

  • Proven success in technical support, software development, and/or system administration for a large end-user community.
  • Excellent communicator across email and phone. Ability to both interpret customer questions and deliver recommended solutions, as well as capture customer feedback and recognise key areas for improvement.
  • Customer-satisfaction driven. Motivated to provide timely, accurate customer responses that anticipate future needs and build confidence in solutions.
  • Strong cross-functional skills. Ability to build relationships across teams and work collaboratively to provide feedback and improve processes that benefit all parties.
  • Native or business-level proficiency in Japanese. We support Japanese customers in Japanese.
  • Ability to read and write in English (equivalent to TOEIC 740). You will need to communicate with other peers and read internal documents in English.
  • Motivated self-starter. Passion for seeking out change, driving relationships with relevant stakeholders, and leading experiments where you identify the need for improvement.
  • Experience working in an agile, constantly evolving environment.
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    It’s great, but not required, if you have:

     

  • Previous experience in a customer-facing role, ideally within a high-growth technology company.
  • Familiarity with Atlassian tools, specifically, Jira and/or Confluence as user or site admin.
  • Experience managing a service request queue and assisting customers with online and phone correspondence.
  • Familiarity with ITSM and/or DevOps project plan
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    A Day in the Life
    As a Product Advocate, you’ll be responsible for managing and responding to customer questions through our service request queue, over the phone, and through online meetings. You’ll work cross-functionally to make sure the customer is interacting with the right team based on their needs, and support other teams who need assistance answering their customer’s product questions. In addition, you’ll aggregate and summarise customer feedback and provide to our Product Management and Marketing teams to help define product strategy. You will also respond to RFP and RFI requests from customers and partners, including security questionnaire. Last but not least, you’ll be expected to uncover ways to optimise the way we support our customers and seek out new and different ways to help increase satisfaction, all while doing so in a fun and supportive environment!
    Our perks & benefits
    To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.
    About Atlassian
    The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we’re motivated by a common goal: to unleash the potential of every team.
    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 learn more about our culture and hiring process, explore our Candidate Resource Hub.