Isos Technology is seeking a strategic, data-driven, and personable professional to join our team as a Support Services Lead Consultant. The ideal candidate thrives in a fast paced environment, demonstrates strong leadership, and collaborates effectively as part of a team. They are committed to meeting and exceeding the needs of both our clients and the Isos team.
In this role, you will provide hands-on guidance and support to clients using Atlassian tools to help them work more efficiently and achieve their goals. You will support ongoing, recurring service engagements, ensuring consistent value delivery, long-term adoption, and high client satisfaction while building trusted, long-term partnerships that benefit both our clients and Isos Technology. As a senior member of the team, you will serve as a technical subject matter expert, engaging with key clients and contributing to the continued growth of our business.
Responsibilities:
- Manage 3-6 clients at a time engagements as the primary point of contact overseeing all aspects of service delivery, including but not limited to client retention, client growth, and project profitability
- Serve as a technical subject matter expert and provide training to other members of the team
- Build and manage a strategic plan to address client needs and generate new business opportunities
- Own enterprise level client assignments and engage senior client leadership to increase engagement
- Proactively manage daily support requests, incident response, and strategic long-term planning for assigned clients
- Coordinate and respond to client requests and other communications to meet contracted SLAs
- Plan and schedule personnel resources on a weekly basis to deliver on requests and objectives for client assignments
- Collaborate with technical consultants and client resources to maintain and ensure reliability of application instances
- Administer the Atlassian products and assist clients with implementation to support their business processes
- Provide scheduled on-call support during off hours and respond to service outage incidents to meet contracted SLAs
- Manage day-to-day client communications, including creation of weekly status report and facilitation of weekly status call
- Participate in process improvement efforts across the team and organization to identify, develop, and deliver services and solutions leading to improved client satisfaction
- Acquire Atlassian certification by passing two Atlassian Certified Professional exams and maintain them by achieving additional Atlassian Pro Skills badges
- Provide support to the Sales team for proposals, renewals, and quarterly client business reviews with clients
- Contribute informative and engaging original marketing content related to the Atlassian ecosystem in the form of quarterly blog posts, white papers, and other materials as requested
Requirements:
- 5+ years experience in a consulting or customer service role
- 3+ years experience as a Jira administrator
- Ability to identify and develop new business opportunities
- Effectively manage time and expectations with internal resources and clients
- Manage multiple clients and issues simultaneously
- Communicate effectively, both verbally and in writing, for technical and business operations audiences
- Analyze and interpret complex problems to deliver complete solutions
- Demonstrate the ability to administer Atlassian products and provide strategic guidance on long-term use
- Advise clients on best practices, guidelines, and recommendations
- Execute on essential functions to meet or exceed individual success metrics established annually
- Demonstrate the ability to work within the Isos culture and values
This position is primarily a work from home position and we consider applicants throughout the United States. We support pay transparency and the On-Target Earnings (OTE - which includes base salary, bonus, and other incentives) range for this position is between $85,000-108,000 combined plus a suite of employee benefits, paid time off, and a 401(k) plan with an employer contribution. Actual compensation can vary based on qualifications, experience, additional incentive opportunities, and geographic pay differentials.
