Working at Atlassian
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Your future team
We are looking for a passionate and inspiring strategic manager to run and grow our Cloud Enterprise Customer Support operations. Reporting to the Group Manager, Cloud Enterprise Collaborating with Regional Managers from other geographies and Heads-Of departments, you will define strategic direction and operational strategies for our Cloud Enterprise support teams based in North America. You will identify areas for continuous improvement, contribute to policies and frameworks, and most importantly, develop team talent.
To support our customers, you need to build an environment that attracts top talent and nurtures them through training programs, accountability for stretch goals, regular performance management, and calibration exercises. You will join our Customer Support Services (CSS) department at an exciting time where Atlassian is growing year over year, and we want to grow intelligently while helping our customers unlock value from our products faster. This is an opportunity to help achieve that goal.
What you'll doDefine support strategy to improve customer experience, scale the team, develop talent, balance cost and coveragePresent strategy, important insights, financial/non-financial achievements, monthly/quarterly progress updates to leadership.Coach stewardship capabilities and a continuous improvement mindset to your directs and their teamsInspire and motivate support leadership and support engineers to lean into our values to advocate for our largest, most complex enterprise customersDevelop an environment and culture of legendary support throughout the Cloud support teamAnalyze operational metrics to determine strategic wins and guide improvements to increase value for Cloud customersCollaborate with important partners in our Cloud Product team and other leaders throughout Customer Support & Success to guide visibility of cloud support customer needs and ensure multi-functional and cross-geo collaborationLead your team through hyper-growth transformation by scaling intelligently and improving the customer experienceGrow the leadership capability in the organization - senior managers, support managers, and their teamsAttract and nurture top talent, improve employee engagement and satisfactionMonitor and improve important business processes and operational metricsFoster an environment of legendary customer support - Improve solutions based on internal insights and customer feedback to challenge your team and the broader company to deliver higher valueAnticipate the evolution of Cloud customers and their needs in partnership with Product leadershipGuide cross-functional and cross-geo programs to accomplish broader company strategy
Your backgroundDemonstrated experience implementing talent-nurturing programs that grow leaders and Support EngineersExperience presenting to support platform heads and senior leadership with clear successes and challenges and the impact on the health of the businessLeadership experience managing large teams to meet operational performance goalsExceptional behavioural assessment capability and the ability to teach this to othersExperience building a customer-centric culture that advocates for the customer's needsExperience interpreting data analytics to find insights that customer valueDemonstrated experience and success in multi-functional influence and inspiring change15+ years of experience in fast-growing global support operations serving a complex customer base
Our perks & benefits
To support you at work and play, our perks and benefits
include ample time off, an annual education budget, paid volunteer days, and so much more.
The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.