United States Remote

Full-time
51-200 employees

Essential Engineering Skills

Experience as an administrator with Atlassian applications such as Jira, Jira Service Manager, Confluence, BitBucket, and popular 3rd party Apps, both in Cloud and behind the firewall.
Experience with customizing JIRA projects with various schemas, complex workflows, screen schemes, permission schemes, and notification schemes required.
Experience cleaning up messy implementations, eliminating duplication, rationalizing the system, and aligning teams to use best practices
Scripting skills – Ability to write custom JQL (Jira Query Language), automate tasks with scripts, write simple API scripts, experience creating loops, arrays and other scripting functions to simplify repetitive tasks.
Experience working in a software team’s Software Development Life Cycle, including agile methodologies. Not necessarily writing code, but experience with how software teams move through their process.
Experience with non-IT or Software development Atlassian use cases (HR, Facilities, Marketing, etc…) is preferred
Passing at least one Atlassian Certified Professional exam is preferred
3+ years of Client-facing functional consulting is preferred
Strong project management and task/time co-ordination is required
Strong analytical problem-solving skills

Essential Duties and Responsibilities

Client Advocate: Be an advocate for your clients and take necessary actions to achieve desired outcomes. Continue to communicate back to the Client what actions are being taken to current success criteria and next steps. Be the primary point of contact for Clients’ requests. Advocate as needed with other Coyote Creek services teams to drive favorable outcomes for Clients.
Engagement Management:
Lead intake of new Clients and develop a roadmap of priorities and implement based on the Client’s business goals.
Manage ongoing priorities/task and provide regular status updates to Client.
Maintain ticket hygiene, engagement tasks, manage time entry and associated approvals, ensure extended hours approval compliance.
Maximize Client entitlements while ensuring significant value is derived.
Identify and manage risks.
Ensure seamless coordination as needed with other Coyote Creek services teams to drive favorable outcomes for Clients.
Account Escalations: Support or respond to any alerts, red flags or account poor health. This can be directly from the Client reaching out or critical or overdue tickets or work packets.
Renewals: Delight Client to ensure the service renewal at end of contracted term. Partners with Sales as expiration approaches to showcase historic and planned value.
Compliance: Ensures all required service methodologies and processes are followed in accordance with the standards set forth by Coyote Creek.
Promotes: Work closely with Account Executives to promote license and service expansions, including identification of potential Statement of Work based Projects for Coyote Creek services team, to increase Client lifetime value (CLV) of our Clients.

Other Skills:

Excellent written and spoken communication skills
Excellent listening skills is required! < Need to understand exactly what Clients require.
Solid presentation skills, great at developing rapport with Clients including manager, director and VP level.
Ability to recognize new business opportunities in existing account base
Experience presenting to/facilitating meetings and group discussions
Management or Lead experience is preferred

United States Remote

Full-time
51-200 employees

Essential Duties and Responsibilities

Client Advocate: Be an advocate for your clients and take necessary actions to achieve desired outcomes. Continue to communicate back to the Client what actions are being taken to current success criteria and next steps. Be the primary point of contact for Clients’ requests. Advocate as needed with other Coyote Creek services teams to drive favorable outcomes for Clients.
Engagement Management:
Lead intake of new Clients and develop a roadmap of priorities and implement based on the Client’s business goals.
Manage ongoing priorities/task and provide regular status updates to Client.
Maintain ticket hygiene, engagement tasks, manage time entry and associated approvals, ensure extended hours approval compliance.
Maximize Client entitlements while ensuring significant value is derived.
Identify and manage risks.
Ensure seamless coordination as needed with other Coyote Creek services teams to drive favorable outcomes for Clients.
Account Escalations: Support or respond to any alerts, red flags or account poor health. This can be directly from the Client reaching out or critical or overdue tickets or work packets.
Renewals: Delight Client to ensure the service renewal at end of contracted term. Partners with Sales as expiration approaches to showcase historic and planned value.
Compliance: Ensures all required service methodologies and processes are followed in accordance with the standards set forth by Coyote Creek.
Promotes: Work closely with Account Executives to promote license and service expansions, including identification of potential Statement of Work based Projects for Coyote Creek services team, to increase Client lifetime value (CLV) of our Clients.

Other Skills:

Excellent written and spoken communication skills
Excellent listening skills is required! < Need to understand exactly what Clients require.
Solid presentation skills, great at developing rapport with Clients including manager, director and VP level.
Ability to recognize new business opportunities in existing account base
Experience presenting to/facilitating meetings and group discussions
Management or Lead experience is preferred