Lead Consultant

Role Description

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.

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.

Qualifications

• 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.

Benefits

• 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.

Company Description

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.

Isos Technology is an Equal Opportunity Employer. We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status or any other basis prohibited by federal, state, or local law.

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. Isos Technology is also an E-Verify participating employer.