"Unpack Pricing" with Scott Woody Why billing is a core product experience at Twilio & Atlassian | Vina McAllister
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Jan 16, 2025 In this discussion, Vina McAllister, Vice President of Product Management at Twilio with a rich history at Atlassian, asserts that billing should be a central part of the customer experience, not just finance. She emphasizes the necessity of understanding the entire business ecosystem for effective billing strategies. Vina shares insights on the evolution of customer self-service, the integration of billing with product management, and the critical attributes of successful billing product managers. She also touches on the potential of AI to enhance customer interactions.
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Atlassian's Self-Service Model
- Atlassian has a deep culture of customer self-service, historically lacking sales teams.
- Customers directly purchased products through a console, emphasizing transparency and automated processes.
Commercialization at Atlassian
- Product managers at Atlassian understand commercialization due to the self-service model requiring automation.
- This necessitates a deep understanding of product value, customer behavior, and the buying journey.
Billing PM's Broad Role
- Billing product managers must understand adjacent domains like marketing, sales, and finance.
- This allows effective stakeholder management and bridging between different ecosystems.