Lead Functional Consultant

Isos Technology•Tempe, AZ

1d•$85,000 - $108,000•Remote

About The Position

Isos Technology is seeking a strategic, data-driven, and personable professional to join our team as a Support Services Lead Consultant. The ideal candidate thrives in a fast paced environment, demonstrates strong leadership, and collaborates effectively as part of a team. They are committed to meeting and exceeding the needs of both our clients and the Isos team. In this role, you will provide hands-on guidance and support to clients using Atlassian tools to help them work more efficiently and achieve their goals. You will support ongoing, recurring service engagements, ensuring consistent value delivery, long-term adoption, and high client satisfaction while building trusted, long-term partnerships that benefit both our clients and Isos Technology. As a senior member of the team, you will serve as a technical subject matter expert, engaging with key clients and contributing to the continued growth of our business. 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.

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
Candidates must be willing to participate in and successfully pass a background check and pre-employment drug testing and be authorized to work in the United States.

Responsibilities

Manage 3-6 clients at a time engagements as the primary point of contact overseeing all aspects of service delivery, including but not limited to client retention, client growth, and project profitability
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
Coordinate and respond to client requests and other communications to meet contracted SLAs
Plan and schedule personnel resources on a weekly basis to deliver on requests and objectives for client assignments
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