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Okay.
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In three,
two, one.
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Hey welcome back everybody
Jeff Frick here
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coming to you not
from the home office
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coming to you from
Anaheim, California
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to check in on the
Atlassian Team ‘25 event.
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Excited to have somebody
who's kind of
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out in the
front lines
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with customers trying
to integrate some of the stuff,
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and he's Peter Marquez,
the Chief Customer Officer
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of ServiceRocket.
Peter, great to see you.
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Hey, great. See as well.
Nice to meet you.
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I've heard a
lot about you.
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[Jeff] Yeah, absolutely
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[Jeff] So you've been
involved in this ecosystem
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[Jeff] for like
a decade now?
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Yeah.
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[Jeff] What kind of
strikes you this year
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[Jeff] and kind of how
things have evolved
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[Jeff] over the
last little while.
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Well, I think evolution
is the big term here.
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I continue to see change,
not just with Atlassian
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in their offerings,
what they're bringing to market,
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but also customers
are evolving to
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their concerns
are elevating
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the role that Atlassian
plays in their business
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is so much
more important.
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That means the
conversations we have
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the problems we help
customers solve
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are so much more important,
critical to the business.
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[Jeff] A lot of people are still
on this cloud migration journey.
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I'll be really clear
about that is that,
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Atlassian has a huge number
of cloud customers.
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It's growing so fast.
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It's a critical part
of their business.
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They've been successful
over the past 20 years.
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And so they're very large
organizations that built
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very strategic parts of their
business around this technology.
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And, you know, it's
hard to turn a battleship.
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[Jeff] What do you think's
going to be reception
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[Jeff] to the push for AI?
What is it?
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[Peter] Rovo?
[Jeff] Rovo, Rovo.
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[Jeff] That’s it
[Peter] Yes, yes.
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[Peter] Well,
[Jeff] What do you think?
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I think it's
it's huge.
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The big announcement
this week
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is that Rovo will be included
in licenses right now.
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So prior, it was if something
you had to pay for.
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So now it’s rolled
into the platform,
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this is going to lower
the barrier to entry.
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And the key about AI
is that the more you use it,
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the more value
you create.
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And so this just blows the doors off
any of that barrier to entry.
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And now customers
can say,
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‘Great. Let's go ahead
and start to use this.’
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Let’s experiment, let’s
demonstrate to our leadership
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the difference
it can make.
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So it's
really exciting.
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[Jeff] What are you
finding are kind of
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[Jeff] the biggest
challenges?
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The top level issue
right now is that
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one of Atlassian’s
strengths has always been
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people love
that technology.
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And so it's a bottom
up technology
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that means
folks buy it.
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A lot of cases,
you know,
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you can go to a huge company,
name your favorite huge company,
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and you
might find
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that the first person
to buy that
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paid for it with a
credit card themselves.
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And so what
that means is that
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it's been woven
into their business.
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So it's been
bottom up.
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And when you
do things bottom up,
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what happens is that
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it's a little bit of
a wild west there.
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And after
15 years
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of lots of different people
doing lots of different things,
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it's like sedimentary rot,
you know, you just have,
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oh, this is what we did
15 years ago
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is was
important then
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this is what we did
10 years ago
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it was
important then
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But it's all part
of the structure.
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So the biggest issue
we have right now is
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how do we help customers
as they make this migration,
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to plan out
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what's the proper governance
for our organization?
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Right.
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And the bottom line
there is
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you don't want to
make it so strict
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that people don't want
to use the tool,
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but you don't want to
make it so loose.
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You know that it's
the Wild West.
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[Jeff] It's a pretty
passionate ecosystem.
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[Jeff] Talk about the
Atlassian community
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[Jeff] and what that's meant
for you at ServiceRocket.
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Yeah.
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Well, first, I think it's a
very welcoming community.
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And so I was ten years ago,
I was new to it.
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And, I just had a
drink and a conversation
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with the first
guy I met.
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Who didn't work
for ServiceRocket.
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That was my entry
into this community.
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And, he was helping run the
user group in New York City at the time
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And, I've seen
his business grow
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from just being a
small consultancy
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to now they're a
gold partner for Atlassian,
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so it's great to see
the development
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people committing
their lives building
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not just
their careers,
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but enabling their families
around this ecosystem.
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So when we talk about ecosystem
it’s not just businesses,
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we know
each other.
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We've seen each other's families
grow and develop.
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So it's
really personal.
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[Jeff] So they also seem to be making
some pretty significant moves.
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[Jeff] It's a little bit of a change
in the weather, right?
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[Jeff] Went from two CEOs
to one CEO
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[Jeff] And we've got behind us
this new Atlassian F1 car
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[Jeff] Atlassian Williams I think,
[Peter] Yeah
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[Jeff] which is
pretty interesting.
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[Jeff] There's a lot of tech companies
who've invested in F1.
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[Jeff] I think it's great exposure.
[Peter] Yes
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[Jeff] There are not
very many companies
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[Jeff] that have their logo
on the very, very top line
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[Jeff] that have their logo across
the chest of the racers jacket
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[Jeff] versus down on
his sleeves and legs.
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Yes.
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[Jeff] And there’s also been
a lot more acquisitions
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[Jeff] over the last several years to
in terms of Trello and Loom.
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[Jeff] How do you see Atlassian
kind of changing corporately
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[Jeff] as they continue
to grow and evolve from,
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[Jeff] two guys in Sydney,
you know, getting started with
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[Jeff] with a replacement
for open source bug tools.
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[Peter] Yeah, yeah, yeah.
[Jeff] And look where they are today
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But you know what?
It makes so much sense
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because as the
tools become
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more important,
strategic, you know,
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the guys at
the corner office
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have become
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they've had to
mature as well.
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And the businesses’
have matured.
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How we sell
has matured.
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The people that
we're selling to
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the problems we’re solving
are just bigger. Right.
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And so that has
enabled the company
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to mature
as well.
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And challenge all of us
in the ecosystem to up our game.
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You know, we're no longer
selling to admins.
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We're talking to ‘C’ level
people every day.
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And that's, that's a
totally different game.
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Really exciting
one to.
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[Jeff] So what do you tell people
who are not familiar with Atlassian
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[Jeff] that are coming in
cold turkey?
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[Jeff] Maybe it's a new hire
or maybe it's a customer
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[Jeff] that's got a different,
you know, tech stack
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[Jeff] and you want them
to consider this.
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[Jeff] What do you
tell them
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[Jeff] is kind of the
essence of Atlassian?
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Oh, yeah.
You know
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I think the biggest
part of that is
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we want to talk
about two things.
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The Atlassian
platform itself.
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And the story has always been
one of agility, you know,
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and responding to the customer
and the customer's development.
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The product we have today
is not the same product
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we had ten years ago
or 20 years ago.
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And that's because
customers have told us,
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And have told Atlassian,
this is what we need to do.
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We love what you do
and how you do it.
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Help us solve
this problem.
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Help us solve
this problem.
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So I tell people who
are new to the space
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if they're working
for ServiceRocket
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we have to listen
really well,
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and then we
have to really
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pay attention to what
our customers are saying.
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Share that
with Atlassian.
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Understand Atlassian’s perspective,
their messaging,
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repeat that back
to the customer.
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And be an important
part of that loop,
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that communication
loop.
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I think it
breaks down
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if you have a
point-to-point discussion
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and you don't have
that third party,
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that one has
rapport with both
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and can say,
‘Hey, Atlassian, you know what?’
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maybe you should
think about this
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a little bit
differently
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or say to the customer,
‘Hey, you know what?’
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I know it's hard, but this is
exactly what you need to do.
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And here's why.
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[Jeff] And what about ServiceRocket
when you go into a new customer,
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[Jeff] not really familiar
with the space,
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[Jeff] maybe it's not a
familiar ecosystem.
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[Jeff] What's the
ServiceRocket advantage?
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[Jeff] I know you guys have been
in this for a long time.
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[Jeff] What's kind of the
ServiceRocket angle
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[Jeff] that gives you something
a little bit unique versus
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[Jeff] all the other options
that people have out there?
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I think the
biggest thing
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that we have done
over the past year and a half
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is that we've determined that
we've had to up our game as well
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and not just
be transactional
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and say, hey, here's
some great software,
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why don't you
buy this?
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Or, hey, why don't we
help you implement this?
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We have to be with the
customer day to day.
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And so we're working to create
Atlassian Centers of Excellence
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in our largest
companies
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and some of the smaller
companies as well.
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And what that
means is that
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they have a job
to do every single day.
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They can spend a lot
of time and energy
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becoming masters
of Atlassian,
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or they can
partner with us
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so we can provide them
with the materials they need,
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provide them with
the support they need
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augment their staff
when necessary.
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Provide the advisory
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so they can focus on
making business decisions.
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You know, I was on a podcast
last year, actually,
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and it was all about,
how do you support,
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how do you work
very closely with the CEO?
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And I always say,
listen.
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Don't go to CEOs
with problems.
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Go to CEOs
with options. Right?
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They're set up
to make choices.
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And I think we have to do
the same thing with customers.
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We have to
lay it out and say,
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here are
the strengths.
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We need you to
make a choice, not
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‘Hey, here are
the problems’ right.
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[Peter] Here are your options
[Jeff] Right. I love that
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[Jeff] So we’re getting to
the end of our time
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[Jeff] What have
we not covered?
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[Jeff] What, what do you wish
that I asked you that I didn’t ask you?
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[Peter] Wow. What a
[Jeff] That I want to make sure we cover.
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What a great
What a great question.
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Oh, man. You did
a very good job.
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One thing I do want
to mention is that,
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when it does come
to ServiceRocket,
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00:08:21,184 --> 00:08:22,985
we talk about
a couple of things.
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00:08:23,002 --> 00:08:24,921
One is, a
few years ago,
246
00:08:24,921 --> 00:08:26,522
we started going with this slogan
‘We have your back.’
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00:08:26,522 --> 00:08:28,841
Everyone says that.
We really do.
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00:08:28,858 --> 00:08:31,928
And but that was just shorthand
for what we really believe.
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00:08:31,944 --> 00:08:34,463
And that is, we want to be
extremely consistent.
250
00:08:34,981 --> 00:08:37,767
Our commitment is to be
the more reliable partner
251
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to our customers,
252
00:08:39,635 --> 00:08:42,355
to Atlassian and to each other
here at ServiceRocket.
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00:08:42,538 --> 00:08:43,556
You know, so
254
00:08:43,556 --> 00:08:44,707
to our Rocketeers.
255
00:08:44,707 --> 00:08:44,974
[Jeff] Right.
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00:08:44,974 --> 00:08:48,177
So if we're reliable, we don't
always have to be right.
257
00:08:48,778 --> 00:08:50,229
But we always want
to be present.
258
00:08:50,246 --> 00:08:51,814
We always want
to be available.
259
00:08:51,831 --> 00:08:54,333
We want to learn from
our mistakes very quickly.
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00:08:54,901 --> 00:08:57,537
And then be that person
that people turn to
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00:08:57,937 --> 00:09:00,189
when they have a question,
when they have a challenge,
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00:09:00,206 --> 00:09:01,807
and just when they want
to have some fun.
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00:09:01,807 --> 00:09:02,208
[Jeff] Right.
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00:09:02,225 --> 00:09:02,675
[Jeff] I love that
265
00:09:02,675 --> 00:09:04,327
[Jeff] we don't have to be right,
but we got to be present.
266
00:09:04,327 --> 00:09:06,362
[Jeff] That’s a great
parting thought
267
00:09:06,362 --> 00:09:09,081
So, Peter, thanks for,
for spending few minutes.
268
00:09:09,098 --> 00:09:11,467
I enjoyed and congrats
on a great show.
269
00:09:11,484 --> 00:09:12,501
Thank you so much.
It was fun.
270
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All righty.
He's Peter, I’m Jeff.
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we’re at the Atlassian
Team ‘25 show.
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It's an Anaheim,
California.
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Thanks for
watching
274
00:09:18,941 --> 00:09:20,276
Thanks for listening in
on the podcast.
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Catch you next time.
Take care.
276
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Oh, awesome.
277
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All right. It was fun.
278
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Hey, Jeff Frick Here
279
00:09:28,267 --> 00:09:30,236
big shout out to the
podcast audience.
280
00:09:30,269 --> 00:09:31,771
Thanks for listening in.
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00:09:31,804 --> 00:09:36,809
You can get show notes and
transcripts at Work20XX.com
282
00:09:36,809 --> 00:09:39,345
And that also has links
to the videos as well.
283
00:09:39,612 --> 00:09:41,981
Appreciate you listening
in on the podcast
284
00:09:41,981 --> 00:09:42,548
Do reach out
285
00:09:42,582 --> 00:09:46,686
say hello, like subscribe
and smash that notification bell.
286
00:09:47,186 --> 00:09:49,021
Thanks for listening.
Take care. Bye bye.
00:00:01,551 --> 00:00:02,569
Okay.
2
00:00:02,569 --> 00:00:05,038
In three,
two, one.
3
00:00:05,121 --> 00:00:07,607
Hey welcome back everybody
Jeff Frick here
4
00:00:07,607 --> 00:00:09,442
coming to you not
from the home office
5
00:00:09,442 --> 00:00:11,261
coming to you from
Anaheim, California
6
00:00:11,361 --> 00:00:14,130
to check in on the
Atlassian Team ‘25 event.
7
00:00:14,347 --> 00:00:15,382
Excited to have somebody
who's kind of
8
00:00:15,382 --> 00:00:16,099
out in the
front lines
9
00:00:16,099 --> 00:00:18,268
with customers trying
to integrate some of the stuff,
10
00:00:18,284 --> 00:00:21,037
and he's Peter Marquez,
the Chief Customer Officer
11
00:00:21,337 --> 00:00:23,456
of ServiceRocket.
Peter, great to see you.
12
00:00:23,473 --> 00:00:25,308
Hey, great. See as well.
Nice to meet you.
13
00:00:25,308 --> 00:00:26,309
I've heard a
lot about you.
14
00:00:26,309 --> 00:00:27,110
[Jeff] Yeah, absolutely
15
00:00:27,127 --> 00:00:30,030
[Jeff] So you've been
involved in this ecosystem
16
00:00:30,046 --> 00:00:31,531
[Jeff] for like
a decade now?
17
00:00:31,548 --> 00:00:31,998
Yeah.
18
00:00:31,998 --> 00:00:34,117
[Jeff] What kind of
strikes you this year
19
00:00:34,117 --> 00:00:35,719
[Jeff] and kind of how
things have evolved
20
00:00:35,719 --> 00:00:36,820
[Jeff] over the
last little while.
21
00:00:36,820 --> 00:00:39,973
Well, I think evolution
is the big term here.
22
00:00:40,223 --> 00:00:43,793
I continue to see change,
not just with Atlassian
23
00:00:43,810 --> 00:00:46,046
in their offerings,
what they're bringing to market,
24
00:00:46,062 --> 00:00:48,431
but also customers
are evolving to
25
00:00:48,581 --> 00:00:50,417
their concerns
are elevating
26
00:00:50,500 --> 00:00:52,335
the role that Atlassian
plays in their business
27
00:00:52,335 --> 00:00:53,787
is so much
more important.
28
00:00:53,803 --> 00:00:56,606
That means the
conversations we have
29
00:00:56,606 --> 00:00:58,258
the problems we help
customers solve
30
00:00:58,258 --> 00:01:00,310
are so much more important,
critical to the business.
31
00:01:00,393 --> 00:01:04,247
[Jeff] A lot of people are still
on this cloud migration journey.
32
00:01:04,297 --> 00:01:06,299
I'll be really clear
about that is that,
33
00:01:06,366 --> 00:01:08,952
Atlassian has a huge number
of cloud customers.
34
00:01:08,968 --> 00:01:10,170
It's growing so fast.
35
00:01:10,170 --> 00:01:11,921
It's a critical part
of their business.
36
00:01:12,072 --> 00:01:14,457
They've been successful
over the past 20 years.
37
00:01:14,724 --> 00:01:17,694
And so they're very large
organizations that built
38
00:01:18,061 --> 00:01:20,630
very strategic parts of their
business around this technology.
39
00:01:20,880 --> 00:01:23,333
And, you know, it's
hard to turn a battleship.
40
00:01:23,533 --> 00:01:25,085
[Jeff] What do you think's
going to be reception
41
00:01:25,101 --> 00:01:26,770
[Jeff] to the push for AI?
What is it?
42
00:01:26,870 --> 00:01:28,338
[Peter] Rovo?
[Jeff] Rovo, Rovo.
43
00:01:28,388 --> 00:01:29,272
[Jeff] That’s it
[Peter] Yes, yes.
44
00:01:29,272 --> 00:01:29,906
[Peter] Well,
[Jeff] What do you think?
45
00:01:29,923 --> 00:01:31,674
I think it's
it's huge.
46
00:01:31,808 --> 00:01:32,909
The big announcement
this week
47
00:01:32,909 --> 00:01:35,311
is that Rovo will be included
in licenses right now.
48
00:01:35,311 --> 00:01:37,614
So prior, it was if something
you had to pay for.
49
00:01:37,614 --> 00:01:39,716
So now it’s rolled
into the platform,
50
00:01:39,732 --> 00:01:42,318
this is going to lower
the barrier to entry.
51
00:01:42,335 --> 00:01:44,838
And the key about AI
is that the more you use it,
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00:01:44,971 --> 00:01:46,322
the more value
you create.
53
00:01:46,356 --> 00:01:50,059
And so this just blows the doors off
any of that barrier to entry.
54
00:01:50,293 --> 00:01:51,394
And now customers
can say,
55
00:01:51,394 --> 00:01:52,962
‘Great. Let's go ahead
and start to use this.’
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00:01:52,962 --> 00:01:55,148
Let’s experiment, let’s
demonstrate to our leadership
57
00:01:55,148 --> 00:01:56,082
the difference
it can make.
58
00:01:56,082 --> 00:01:57,801
So it's
really exciting.
59
00:01:57,851 --> 00:01:58,985
[Jeff] What are you
finding are kind of
60
00:01:58,985 --> 00:01:59,936
[Jeff] the biggest
challenges?
61
00:01:59,969 --> 00:02:01,988
The top level issue
right now is that
62
00:02:02,238 --> 00:02:04,073
one of Atlassian’s
strengths has always been
63
00:02:04,941 --> 00:02:06,376
people love
that technology.
64
00:02:06,376 --> 00:02:08,495
And so it's a bottom
up technology
65
00:02:08,511 --> 00:02:10,296
that means
folks buy it.
66
00:02:10,313 --> 00:02:11,397
A lot of cases,
you know,
67
00:02:11,397 --> 00:02:14,417
you can go to a huge company,
name your favorite huge company,
68
00:02:14,818 --> 00:02:15,618
and you
might find
69
00:02:15,618 --> 00:02:17,453
that the first person
to buy that
70
00:02:17,554 --> 00:02:19,405
paid for it with a
credit card themselves.
71
00:02:19,506 --> 00:02:21,074
And so what
that means is that
72
00:02:21,074 --> 00:02:22,458
it's been woven
into their business.
73
00:02:22,458 --> 00:02:24,861
So it's been
bottom up.
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00:02:24,878 --> 00:02:26,196
And when you
do things bottom up,
75
00:02:26,763 --> 00:02:27,764
what happens is that
76
00:02:27,764 --> 00:02:29,949
it's a little bit of
a wild west there.
77
00:02:29,966 --> 00:02:31,334
And after
15 years
78
00:02:31,334 --> 00:02:34,220
of lots of different people
doing lots of different things,
79
00:02:34,387 --> 00:02:36,873
it's like sedimentary rot,
you know, you just have,
80
00:02:36,906 --> 00:02:38,758
oh, this is what we did
15 years ago
81
00:02:38,758 --> 00:02:39,626
is was
important then
82
00:02:39,626 --> 00:02:40,910
this is what we did
10 years ago
83
00:02:40,910 --> 00:02:41,794
it was
important then
84
00:02:41,794 --> 00:02:43,479
But it's all part
of the structure.
85
00:02:43,513 --> 00:02:45,315
So the biggest issue
we have right now is
86
00:02:45,481 --> 00:02:48,401
how do we help customers
as they make this migration,
87
00:02:48,484 --> 00:02:49,402
to plan out
88
00:02:49,469 --> 00:02:51,921
what's the proper governance
for our organization?
89
00:02:52,288 --> 00:02:53,022
Right.
90
00:02:53,039 --> 00:02:54,457
And the bottom line
there is
91
00:02:54,457 --> 00:02:55,892
you don't want to
make it so strict
92
00:02:55,892 --> 00:02:57,744
that people don't want
to use the tool,
93
00:02:57,760 --> 00:02:59,662
but you don't want to
make it so loose.
94
00:02:59,679 --> 00:03:01,314
You know that it's
the Wild West.
95
00:03:01,464 --> 00:03:03,349
[Jeff] It's a pretty
passionate ecosystem.
96
00:03:03,466 --> 00:03:05,552
[Jeff] Talk about the
Atlassian community
97
00:03:05,552 --> 00:03:08,188
[Jeff] and what that's meant
for you at ServiceRocket.
98
00:03:08,204 --> 00:03:08,872
Yeah.
99
00:03:08,888 --> 00:03:11,925
Well, first, I think it's a
very welcoming community.
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00:03:12,041 --> 00:03:14,444
And so I was ten years ago,
I was new to it.
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00:03:14,444 --> 00:03:16,613
And, I just had a
drink and a conversation
102
00:03:16,613 --> 00:03:17,997
with the first
guy I met.
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00:03:18,014 --> 00:03:20,149
Who didn't work
for ServiceRocket.
104
00:03:20,166 --> 00:03:22,669
That was my entry
into this community.
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00:03:22,719 --> 00:03:26,189
And, he was helping run the
user group in New York City at the time
106
00:03:26,389 --> 00:03:28,524
And, I've seen
his business grow
107
00:03:28,541 --> 00:03:30,343
from just being a
small consultancy
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00:03:30,343 --> 00:03:32,362
to now they're a
gold partner for Atlassian,
109
00:03:32,712 --> 00:03:35,498
so it's great to see
the development
110
00:03:35,565 --> 00:03:37,667
people committing
their lives building
111
00:03:37,834 --> 00:03:38,968
not just
their careers,
112
00:03:38,968 --> 00:03:41,571
but enabling their families
around this ecosystem.
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00:03:41,588 --> 00:03:44,040
So when we talk about ecosystem
it’s not just businesses,
114
00:03:44,057 --> 00:03:44,958
we know
each other.
115
00:03:44,958 --> 00:03:48,177
We've seen each other's families
grow and develop.
116
00:03:48,194 --> 00:03:49,529
So it's
really personal.
117
00:03:49,596 --> 00:03:52,298
[Jeff] So they also seem to be making
some pretty significant moves.
118
00:03:52,315 --> 00:03:54,484
[Jeff] It's a little bit of a change
in the weather, right?
119
00:03:54,484 --> 00:03:56,502
[Jeff] Went from two CEOs
to one CEO
120
00:03:56,502 --> 00:04:00,340
[Jeff] And we've got behind us
this new Atlassian F1 car
121
00:04:00,340 --> 00:04:01,641
[Jeff] Atlassian Williams I think,
[Peter] Yeah
122
00:04:01,641 --> 00:04:02,542
[Jeff] which is
pretty interesting.
123
00:04:02,558 --> 00:04:05,144
[Jeff] There's a lot of tech companies
who've invested in F1.
124
00:04:05,161 --> 00:04:06,579
[Jeff] I think it's great exposure.
[Peter] Yes
125
00:04:06,579 --> 00:04:08,665
[Jeff] There are not
very many companies
126
00:04:08,798 --> 00:04:11,618
[Jeff] that have their logo
on the very, very top line
127
00:04:11,618 --> 00:04:15,054
[Jeff] that have their logo across
the chest of the racers jacket
128
00:04:15,054 --> 00:04:16,973
[Jeff] versus down on
his sleeves and legs.
129
00:04:16,973 --> 00:04:17,240
Yes.
130
00:04:17,273 --> 00:04:19,275
[Jeff] And there’s also been
a lot more acquisitions
131
00:04:19,275 --> 00:04:22,895
[Jeff] over the last several years to
in terms of Trello and Loom.
132
00:04:23,112 --> 00:04:25,848
[Jeff] How do you see Atlassian
kind of changing corporately
133
00:04:25,865 --> 00:04:28,368
[Jeff] as they continue
to grow and evolve from,
134
00:04:28,384 --> 00:04:30,837
[Jeff] two guys in Sydney,
you know, getting started with
135
00:04:30,837 --> 00:04:33,773
[Jeff] with a replacement
for open source bug tools.
136
00:04:34,007 --> 00:04:35,158
[Peter] Yeah, yeah, yeah.
[Jeff] And look where they are today
137
00:04:35,158 --> 00:04:36,776
But you know what?
It makes so much sense
138
00:04:36,776 --> 00:04:39,128
because as the
tools become
139
00:04:39,178 --> 00:04:41,581
more important,
strategic, you know,
140
00:04:42,081 --> 00:04:43,816
the guys at
the corner office
141
00:04:43,833 --> 00:04:44,634
have become
142
00:04:44,634 --> 00:04:46,319
they've had to
mature as well.
143
00:04:46,369 --> 00:04:48,254
And the businesses’
have matured.
144
00:04:48,271 --> 00:04:50,256
How we sell
has matured.
145
00:04:50,773 --> 00:04:52,542
The people that
we're selling to
146
00:04:52,592 --> 00:04:55,561
the problems we’re solving
are just bigger. Right.
147
00:04:55,645 --> 00:04:58,982
And so that has
enabled the company
148
00:04:59,115 --> 00:05:00,300
to mature
as well.
149
00:05:00,450 --> 00:05:03,119
And challenge all of us
in the ecosystem to up our game.
150
00:05:03,536 --> 00:05:05,521
You know, we're no longer
selling to admins.
151
00:05:05,538 --> 00:05:07,657
We're talking to ‘C’ level
people every day.
152
00:05:07,757 --> 00:05:09,692
And that's, that's a
totally different game.
153
00:05:09,692 --> 00:05:11,361
Really exciting
one to.
154
00:05:11,377 --> 00:05:14,497
[Jeff] So what do you tell people
who are not familiar with Atlassian
155
00:05:14,497 --> 00:05:16,232
[Jeff] that are coming in
cold turkey?
156
00:05:16,232 --> 00:05:19,886
[Jeff] Maybe it's a new hire
or maybe it's a customer
157
00:05:19,902 --> 00:05:21,904
[Jeff] that's got a different,
you know, tech stack
158
00:05:21,904 --> 00:05:23,106
[Jeff] and you want them
to consider this.
159
00:05:23,106 --> 00:05:24,207
[Jeff] What do you
tell them
160
00:05:24,223 --> 00:05:26,175
[Jeff] is kind of the
essence of Atlassian?
161
00:05:26,192 --> 00:05:27,994
Oh, yeah.
You know
162
00:05:28,027 --> 00:05:31,080
I think the biggest
part of that is
163
00:05:31,080 --> 00:05:32,365
we want to talk
about two things.
164
00:05:32,382 --> 00:05:34,400
The Atlassian
platform itself.
165
00:05:34,417 --> 00:05:38,338
And the story has always been
one of agility, you know,
166
00:05:38,354 --> 00:05:41,140
and responding to the customer
and the customer's development.
167
00:05:42,125 --> 00:05:44,127
The product we have today
is not the same product
168
00:05:44,127 --> 00:05:46,162
we had ten years ago
or 20 years ago.
169
00:05:46,179 --> 00:05:48,681
And that's because
customers have told us,
170
00:05:48,781 --> 00:05:50,850
And have told Atlassian,
this is what we need to do.
171
00:05:50,850 --> 00:05:53,086
We love what you do
and how you do it.
172
00:05:53,102 --> 00:05:54,804
Help us solve
this problem.
173
00:05:54,821 --> 00:05:55,688
Help us solve
this problem.
174
00:05:55,688 --> 00:05:57,223
So I tell people who
are new to the space
175
00:05:57,223 --> 00:05:59,575
if they're working
for ServiceRocket
176
00:05:59,592 --> 00:06:01,661
we have to listen
really well,
177
00:06:02,612 --> 00:06:04,497
and then we
have to really
178
00:06:04,514 --> 00:06:06,716
pay attention to what
our customers are saying.
179
00:06:06,733 --> 00:06:08,484
Share that
with Atlassian.
180
00:06:08,501 --> 00:06:11,621
Understand Atlassian’s perspective,
their messaging,
181
00:06:11,621 --> 00:06:12,922
repeat that back
to the customer.
182
00:06:12,939 --> 00:06:14,624
And be an important
part of that loop,
183
00:06:14,657 --> 00:06:15,575
that communication
loop.
184
00:06:16,125 --> 00:06:17,744
I think it
breaks down
185
00:06:17,760 --> 00:06:19,595
if you have a
point-to-point discussion
186
00:06:19,595 --> 00:06:21,280
and you don't have
that third party,
187
00:06:21,280 --> 00:06:22,899
that one has
rapport with both
188
00:06:23,583 --> 00:06:26,069
and can say,
‘Hey, Atlassian, you know what?’
189
00:06:26,085 --> 00:06:27,403
maybe you should
think about this
190
00:06:27,403 --> 00:06:28,554
a little bit
differently
191
00:06:28,571 --> 00:06:30,690
or say to the customer,
‘Hey, you know what?’
192
00:06:30,706 --> 00:06:33,526
I know it's hard, but this is
exactly what you need to do.
193
00:06:33,543 --> 00:06:34,193
And here's why.
194
00:06:34,260 --> 00:06:37,130
[Jeff] And what about ServiceRocket
when you go into a new customer,
195
00:06:37,597 --> 00:06:39,082
[Jeff] not really familiar
with the space,
196
00:06:39,082 --> 00:06:40,917
[Jeff] maybe it's not a
familiar ecosystem.
197
00:06:41,033 --> 00:06:42,718
[Jeff] What's the
ServiceRocket advantage?
198
00:06:42,718 --> 00:06:45,121
[Jeff] I know you guys have been
in this for a long time.
199
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[Jeff] What's kind of the
ServiceRocket angle
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[Jeff] that gives you something
a little bit unique versus
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[Jeff] all the other options
that people have out there?
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I think the
biggest thing
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that we have done
over the past year and a half
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is that we've determined that
we've had to up our game as well
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and not just
be transactional
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and say, hey, here's
some great software,
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why don't you
buy this?
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Or, hey, why don't we
help you implement this?
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We have to be with the
customer day to day.
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And so we're working to create
Atlassian Centers of Excellence
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in our largest
companies
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and some of the smaller
companies as well.
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And what that
means is that
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they have a job
to do every single day.
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They can spend a lot
of time and energy
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becoming masters
of Atlassian,
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or they can
partner with us
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so we can provide them
with the materials they need,
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provide them with
the support they need
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augment their staff
when necessary.
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Provide the advisory
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so they can focus on
making business decisions.
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You know, I was on a podcast
last year, actually,
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and it was all about,
how do you support,
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how do you work
very closely with the CEO?
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And I always say,
listen.
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Don't go to CEOs
with problems.
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Go to CEOs
with options. Right?
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They're set up
to make choices.
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And I think we have to do
the same thing with customers.
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We have to
lay it out and say,
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here are
the strengths.
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We need you to
make a choice, not
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‘Hey, here are
the problems’ right.
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[Peter] Here are your options
[Jeff] Right. I love that
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[Jeff] So we’re getting to
the end of our time
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[Jeff] What have
we not covered?
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[Jeff] What, what do you wish
that I asked you that I didn’t ask you?
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[Peter] Wow. What a
[Jeff] That I want to make sure we cover.
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What a great
What a great question.
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Oh, man. You did
a very good job.
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One thing I do want
to mention is that,
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when it does come
to ServiceRocket,
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we talk about
a couple of things.
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One is, a
few years ago,
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we started going with this slogan
‘We have your back.’
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Everyone says that.
We really do.
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And but that was just shorthand
for what we really believe.
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And that is, we want to be
extremely consistent.
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Our commitment is to be
the more reliable partner
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to our customers,
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to Atlassian and to each other
here at ServiceRocket.
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You know, so
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to our Rocketeers.
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[Jeff] Right.
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So if we're reliable, we don't
always have to be right.
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But we always want
to be present.
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We always want
to be available.
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We want to learn from
our mistakes very quickly.
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And then be that person
that people turn to
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when they have a question,
when they have a challenge,
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and just when they want
to have some fun.
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[Jeff] Right.
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[Jeff] I love that
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[Jeff] we don't have to be right,
but we got to be present.
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[Jeff] That’s a great
parting thought
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So, Peter, thanks for,
for spending few minutes.
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I enjoyed and congrats
on a great show.
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00:09:11,484 --> 00:09:12,501
Thank you so much.
It was fun.
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All righty.
He's Peter, I’m Jeff.
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we’re at the Atlassian
Team ‘25 show.
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It's an Anaheim,
California.
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Thanks for
watching
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00:09:18,941 --> 00:09:20,276
Thanks for listening in
on the podcast.
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Catch you next time.
Take care.
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Oh, awesome.
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All right. It was fun.
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Hey, Jeff Frick Here
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big shout out to the
podcast audience.
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00:09:30,269 --> 00:09:31,771
Thanks for listening in.
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You can get show notes and
transcripts at Work20XX.com
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00:09:36,809 --> 00:09:39,345
And that also has links
to the videos as well.
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00:09:39,612 --> 00:09:41,981
Appreciate you listening
in on the podcast
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00:09:41,981 --> 00:09:42,548
Do reach out
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00:09:42,582 --> 00:09:46,686
say hello, like subscribe
and smash that notification bell.
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00:09:47,186 --> 00:09:49,021
Thanks for listening.
Take care. Bye bye.
