Senior Account Manager

Job description

### G'day! We are [ServiceRocket](https://www.servicerocket.com/)🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer. Twenty years on and counting, we’ve got your back. ### Why is ServiceRocket the place for you 🧡 - A 20+ year tech services expert of many solutions and partnerships with industry giants. - Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. - Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. - We're recognized for our innovation, impact, and outstanding customer support, even earning the [Atlassian Partner of the Year](https://www.servicerocket.com/blog) 2024–2025 for Co-Selling Excellence award. Visit our [website](https://www.servicerocket.com/about) to learn more and become a part of our Rocketeer Nation. ### **About the Sales and Success area** ServiceRocket's Sales & Success team is the commercial engine of the business as they are focused on finding, growing, and retaining customer relationships. Account Managers own the full customer relationship, from strategic account planning and executive engagement through to renewals, expansions, and partner co-selling, primarily within the Atlassian ecosystem. They work as the commercial lead in a cross-functional "trio" alongside Solution Architects and delivery teams, translating customer needs into profitable software and services solutions. We look for self-starters with commercial curiosity, MEDPICC discipline, and a hunger to grow a book of business. ### **What you’ll be doing 💪** - Build and maintain lasting relationships with customers and partners by understanding their focus, anticipating their needs, and solving their problems - Lead XBRs (real-time QBRs) for high-value, high-touch accounts, focusing on strategic alignment and value demonstration - Develop strategic problem/solution roadmaps that address current and long-term customer needs - Generate leads, manage pipeline, update forecasts, and develop and execute account plans - Perform prospecting activities such as cold calling and networking - Close opportunities to achieve sales targets - Deliver partner software quotes and orders, ensuring eligible deals are registered with the appropriate partner program incentives - Co-sell with partners by jointly creating services and software solutions that address customer needs - Follow up with customers regularly to ensure needs are being met and to identify opportunities - Maintain CRM and account plans for customers and prospects (HubSpot and NetSuite) - Coordinate internal and external resources — including Licensing, Services, Solution Architecture, RevOps, Marketing, Finance, and Legal — to improve customers' experience - Host product demonstrations, webinars, and other online events to educate customers and prospects - Illustrate the value of ServiceRocket's products and services to create growth opportunities - Stay current with ServiceRocket's offerings and industry trends ### **What you bring to the table 🧑‍💻** - 7+ years of experience in an account management or sales role - Proven track record of meeting or exceeding targets - MEDPICC discipline and ability to qualify, progress, and forecast opportunities with clear evidence - Experience managing commercial conversations with multiple stakeholders — champions, economic buyers, procurement, and executive sponsors - Deep knowledge of Atlassian's product suite and strong understanding of the enterprise software landscape - Advanced skills in full-cycle sales, strategic planning, negotiation, and stakeholder management - Proven ability to work autonomously and grow a book of business - Strong communication skills and executive presence — you Talk Straight and build trust quickly - Experience with CRM discipline and deal documentation; HubSpot and NetSuite experience preferred - Bachelor's degree in a relevant field ### **What We Look For in Sales Rocketeers ✨** This role is a key member of our sales team, focused on finding and driving both short and long-term opportunities. You ideally have experience in solution selling, using products such as Atlassian to drive transformational services solutions to customers. Beyond the role requirements, our Sales leadership looks for: - **Self-starters** who take initiative, follow through, and own their pipeline without waiting to be directed - **Hungry and resilient** individuals motivated by goals, comfortable with ambiguity, and proactive about creating opportunities - **Commercial curiosity** — a genuine interest in understanding customer problems and connecting those needs to ServiceRocket solutions - **Collaborative sellers** who can work across Customer Success, Solution Engineers, Licensing, Services, and partner teams to create customer outcomes - **Software sales interest or experience** — SaaS, enterprise software, or Atlassian ecosystem experience is highly preferred but not mandatory when strong sales fundamentals are present - **Process discipline** — CRM hygiene, qualification frameworks, and forecast accuracy matter here ### **Your leaders 🤟** Kharisma is a volleyball enthusiast, an animal rescue advocate, and our fearless sales leader. With 20+ years of go-to-market leadership, she leads our Global Sales team across four continents with sharp instincts, execution discipline, and a genuine belief in collaborative partnerships. With her and Rob, our founder and CEO, you'll co-sell with world-class partners, grow high-value customer relationships, and sharpen your craft in a team that leads through delighting the customer! The expectation of office attendance for this hybrid role is 2 times a week at our Palo Alto office.