• Engage with SMB customers and help them understand their deployment options through effective inside sales and discovery techniques over the phone and email• Drive initial cloud migration conversations from proactive and reactive streams, gathering customer requirements, assessing platform compatibility, pitching cloud value offering and overcoming blockers to increase cloud conversion rate.• Monitor cloud migration progress, help to drive success and act as liaison to support internal teams and the customer during their cloud migration journey.• Look after a high volume of sales opportunities and leads through different platforms and products• Increase customer awareness of Atlassian's Cloud offering to find opportunities for platform migrations and up-sell during the renewals cycle

Trusted adviser to our enterprise customers. Responsible for developing and maintaining customer relationships for an effective adoption of our software to achieve customer retention, renewals, and upsells while ensuring a best-in-class customer experience.• Implement an effective adoption strategy that will enable customers to meet and exceed their business goals for purchasing our products and services.• Develop engagement strategies in collaboration with customers for the delivery of Quarterly Business Reviews (QBRs), product performance reviews, and to discuss proactive recommendations for the customer’s deployment.• Ensure that the customer is on the fastest path to an effective adoption of our products and services (shortest time to value).• Develop and execute on success plans that target customers’ key strategic initiatives and pain points.• Work with sales, customer support, and product teams to improve service delivery efficiency and to ensure that customers are receiving a best-in-class experience during every interaction.• Proactively monitor renewal risks such as poor adoption, customer support issues, product limitations and work with a cross-functional team to quickly address any issue.• Ensure a smooth on-boarding of customers using available self-help tools, best practice guides, or customized services.

• Attaining monthly & quarterly targets for on-time renewals and overall renewals• Managing rolling monthly pipeline of renewals with the ability to prioritize your day to have visibility into all deals• Develop a strong product understanding, system knowledge and processes to sell maintenance renewals and the value we provide• Verifying pricing, licenses, expiration dates with customers and resellers globally• Working with customers to resolve any obstacles which may be preventing them from maintaining a relationship with SolarWinds• Ability to negotiate and move time frames, closing sales with a very high customer experience• Working with various departments across the organization to advocate for the customer and work together to resolve any issues• Resolving order issues with customer service and order management• Performing other administrative support duties as requested• Accurate Forecasting

• Managed the activities performed by the Sales Support Representatives team to ensure that sales and organizational goals and objectives are achieved.• Was responsible for developing and educating the Sales Team on order management, customer service and overall transactional excellence through strong coaching, excellent leadership and strategic planning.• Served the customers (internal and external), grew and maintained customer relationships, exceeded targets and ensured that SLAs are met and managed.• Maintained a working knowledge on systems used, as well as processes and transactions handled by the team, and assisted in developing and driving best practices with direct reports.• Proactively and effectively communicated and collaborated with counterparts and Process Owners on issues and concerns to improve team statistics.• Engaged with customers to ensure that expectations and service levels are met appropriately.• Used strong judgment and decision making to help associates achieve their daily goals• Positively reinforced and communicated corporate and divisional goals.• Handled all disciplinary situations, including documentation, appropriately and in a timely manner.• Created and maintained an environment that promoted positive communication within the department and fostered teamwork within the sales organization and all of the company while driving Ingram Micro’s values.• Provided daily feedback to associates within the team.• Conducted team huddles to discuss expectations, issues and resolutions, formulate and reinforce action plans and directives from upper management.• Maintained staffing levels, recruited and staffed personnel in line with our high performance culture• Ensured acceptable attendance on all required training sessions and when applicable• Ensured maximum utilization of manpower and redeployed resources when necessary to ensure requirements and customer relationships exceeded expectations.

• Acts as Subject Matter Expert (SME) and Team Point of Contact for any escalations, process inquiry and team management• Manages Accounts for Dedicated Resellers onboarded with Vendor (Carepack)• Establishes and maintains regular vendor governance processes• Regularly communicates and distributes key performance metrics, dashboards and reports• Aggregates vendor data and communicate vendor performance. Use this data to position the organization to drive analytics-driven decision-making• Facilitates vendor continuous performance improvement through effective and efficient vendor governance frameworks• Continuously improves vendor management processes and communication to allow for efficient usage• Manages and improves vendor performance, monitoring and mitigating vendor risks, and managing the relationship

• Handled and serviced high volume of incoming and outgoing calls providing basic level of pre and post-sales support, maintaining the desks service levels• Performed order entry received via FAX, verbal or electronic transmission (Web/EDI/email), as well as process return requests or LODs (RMA).• Have grown market share and breadth on assigned Vendor programs to achieve company and vendor goals• Advised customers on product options and confirms availability and pricing, probing for add on/solution selling opportunities• Understands vendor licensing programs, top resellers, and vendor’s top products, market share, and competition, to allow a complete solution for resellers• Followed up on bids or quotes to offer assistance, obtain status and feedback. Follow up on orders to ensure timely processing and completion.• Coordinated efforts between Marketing and Purchasing to establish vendor strategy and to plan account strategies• Developed quarterly sales plan for target areas (govt./ed,) target accounts and strategic sales segments (VAR, Custom)• Provided updates to management and vendor• Assisted and ensured training of backups and new team members• Developed relationships and acted as the liaison between Vendor, Reseller, Sales, Marketing and Purchasing in order to close deals• Attended trainings, (Sales, Technical and Corporate) per department guidelines• Assisted team lead in account management responsibilities• Assisted in developing and executing team proactive efforts (outcalls, selling promotions, etc.)• Assisted and implemented process improvements• Understood and utilized licensing reporting tools to manage desk