Lead Consultant

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee 3-6 client engagements as the primary liaison, managing all facets of service delivery, including client retention, growth, and project profitability.

• Act as a technical subject matter expert and provide training to team members.

• Develop and implement a strategic plan to meet client needs and create new business opportunities.

• Manage enterprise-level client assignments and engage senior leadership to enhance involvement.

• Proactively handle daily support requests, incident responses, and long-term strategic planning for assigned clients.

• Coordinate and address client requests and communications to adhere to contracted SLAs.

• Organize and allocate personnel resources weekly to fulfill client requests and objectives.

• Collaborate with technical consultants and client resources to ensure the reliability of application instances.

• Administer 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 daily client communications, which include creating weekly status reports and facilitating weekly status calls.

• Engage in process improvement initiatives across the team and organization to identify, develop, and deliver services and solutions that enhance client satisfaction.

• Obtain Atlassian certification by passing two Atlassian Certified Professional exams and maintain them by achieving additional Atlassian Pro Skills badges.

• Assist the Sales team with proposals, renewals, and quarterly business reviews with clients.

• Contribute informative and engaging original marketing content related to the Atlassian ecosystem through quarterly blog posts, white papers, and other requested materials.

⛳️ Requirements

• Over 5 years of experience in a consulting or customer service capacity.

• At least 3 years of experience as a Jira administrator.

• Proven ability to identify and cultivate new business opportunities.

• Effectively manage time and expectations with internal resources and clients.

• Capable of managing multiple clients and issues concurrently.

• Strong communication skills, both verbal and written, for technical and business operations audiences.

• Ability to analyze and interpret complex problems to deliver comprehensive solutions.

• Demonstrated capability to administer Atlassian products and provide strategic guidance for long-term use.

• Advise clients on best practices, guidelines, and recommendations.

• Execute key functions to meet or surpass annually established individual success metrics.

• Exhibit the ability to work within Isos culture and values.

🏝️ Benefits

• Comprehensive suite of employee benefits.

• Paid time off.

• 401(k) plan with employer contribution.