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Head of On Premises Support, AMER

Atlassian

Atlassian

Customer Service
Austin, TX, USA · Remote
Posted on Friday, June 14, 2024

Head of On Premises Support, AMER

Support | Austin, United States | Remote, Remote | Full-Time

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We are looking for a passionate leader to run our On-Premises support operations in the Americas. Collaborating with group managers and heads of departments and geos, this position will define strategic direction and operational strategies for our On-Premises products in the Americas support team, identify areas for continuous improvement, contribute to policy definitions, and most importantly develop the talent. This person will collaborate with their peers to champion the support organization's 3-year strategy, more specifically focusing on supporting customers to be successful with using the Data Center deployment option of our products.

To service our customers effectively, you need to be able to build an environment that attracts top talent and nurtures them through training programs, accountability for stretch goals, regular performance management, and calibration exercises. On-Premises products continue to play an important role at Atlassian and the support team is responsible for some of our largest customers. This is an opportunity to play a major role in impacting huge customers, solve complex problems, create and execute a longterm strategy, and provide a major contribute to Atlassian’s goals.

Your success will be based on your ability to:

  • Deliver legendary support to On-Premises customers, with special focus on large Enterprises using our Data Center products

  • Grow the leadership capability in the org - group managers, front line managers, and their teams

  • Attract and nurture top talent

  • Monitor and optimize critical business processes and operational metrics

  • Direct the resolution of highly complex or unusual business problems by applying advanced critical thinking

  • Demonstrable ability to drive a cross-functional team to execute against a strategy you devised

  • Both delegate when appropriate and feel comfortable diving in and executing when needed

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $193,500 - $258,000

Zone B: $174,100 - $232,200

Zone C: $160,600 - $214,100

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.


  • Define and implement support strategy in the Americas to improve customer experience, scale the team, develop talent, balance cost and coverage

  • In collaboration with Escalation Managers, Product, and Support & Success leadership, drive customer Executive Level escalations to resolution

  • Support and develop senior leadership capabilities in the team

  • Develop an environment and culture of legendary support in the team

  • Present strategy, key insights, financial/non-financial achievements, quarterly progress updates to senior leadership in a compelling manner

  • Collaborate with key partners (On-Premises Product Leads, Other On-Premises Regional leadership, Support & Success leadership, etc) to drive visibility of customer needs and ensure multi-functional collaboration

  • Analyze operational metrics to determine strategic wins and drive improvements that will increase value for our customers

  • Align closely with the Head of On-Premises EMEA and Head of On-Premises APAC to ensure process alignment


  • 15+ years of experience in fast-growing global support operations serving complex Enterprise customers

  • Leadership experience managing large multi-cultural teams to consistently meet and exceed operational performance goals

  • Experience with large-scale organizational change

  • Experience with communicating with C-level executives, internally and externally

  • Exceptional behavioral assessment capability and the ability to teach others

  • Demonstrated experience in designing and implementing talent-nurturing programs that grow strong leaders and strong support engineers

  • Experience in building a customer-centric culture that champions the customer's needs

  • Demonstrated experience and success in multi-functional influence and inspiring change in a matrices environment

  • Demonstrated experience leading or participating in customer escalations and internal incidents