Product Support Manager - Cloud EMEA - Atlassian Bengaluru, India Bookmark Share Print 28 0 0

Listing Description

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 from an office (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.

Our office is in Bengaluru, but we offer flexibility for eligible candidates to work remotely across India. Whatever your preference—working from home, an office, or in between— you can choose the place that's best for your work and your lifestyle.

Your Future Team
Customer Support and Services
Atlassian has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CSS organisation is looking for people with a passion for delivering customer support to help us build a future where customers come to us, not only because we provide amazing products and also because we provide a unique and connected customer experience

What you'll do
  • Nurture the atlassian culture in the team, fulfilling the Values, Role and Team expectations through:
  • Attract, Develop and Retain talent
  • Drive results through Teamwork
  • Role Model Atlassian values
  • Commit to Performance Management and Recognition Program.
  • Provide coaching to team for addressing complex, strategic financial and executive level cases, including customer escalations - and take ownership to produce a positive customer outcome (s).
  • Manage the daily support business within your team.
  • Foster collaboration with other teams to improve the customer experience.
  • Position and support your team to succeed by a sustained focus on the fundamentals (caseload and backlog management, Throughput and Resolution), removing roadblocks within in CSS or into Engineering, encouraging collaboration and use of all available resources.
  • Assure team members are ready (working with internal teams and Readiness Champions where applicable) - technical skills, soft/professional skills, required training, cultural programs, industry certifications and standards, etc.
  • Establish connections across CSS and externally to influence and improve team effectiveness.
  • Contribute to and help deliver Product, Technology and Process improvements.
  • Contribute to the success / implementation of CSS division led programs, cultural projects, communications at the team level.

  • Your Background
  • Qualifications and Experience: Bachelor degree in Computer Science, Information Technology, or related field AND 12 + years of Overall Experience with 5 years / 7+ years of operational excellence, delivery management AND 5+ years of experience managing people
  • Competencies: Customer Centricity, Business Acumen, Change Management and Flexibility, Team Player
  • Language qualification : English language: fluent in reading, writing and speaking.

  • We are looking for a curious, customer-centric Product or Technical Support Manager who has a demonstrated track record in building teams through effective and strong leadership capabilities and has empowered people to help customers succeed. As a Product or Technical Support Manager, you willbuild and lead a high performing team of Support Engineers. You will ensure our teams strive to provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Atlassian customers. You will represent Atlassian to our customers and will work directly with our most relevant internal groups to support and implement initiatives that enhances the customer experience. You willact as the voice of the customer to internal audiences such as the Atlassian Engineering Group, leveraging the culture of customer centricity at Atlassian to unleash the potential of every team
    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.

    About Atlassian

    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.

    To learn more about our culture and hiring process, explore our Candidate Resource Hub.


    Listing Details

    • Citizenship: Not Provided
    • Incentives: Not Provided

     

    • Education: Not Provided
    • Travel: Not Provided
    • Telework: Not Provided

    About Us

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    Our Contacts

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    (703) 594-7765