Lead Consultant

Responsibilities

• Manage 3-6 clients at a time, overseeing all aspects of service delivery.
• 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.
• 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.

About Isos Technology

Isos Technology partners with organizations to streamline, optimize, and modernize the way they work. As an Atlassian Platinum Solution Partner, our solutions combine Atlassian technology, industry expertise, and operational best practices to drive impactful business outcomes for clients. Clients trust our experience in service management, cloud upgrades, enterprise strategy and planning, AI adoption, and support services to create lasting value. Founded in 2005, Isos has helped thousands of commercial and public sector clients transform how they work and unlock the full potential of their organization. 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. Isos Technology is an Equal Opportunity Employer. We do not