Principal Business and Data Analyst

Support | Seattle, United States | Remote, Remote | San Francisco, United States | Full-Time

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Being part of our support organization, you are the customer champion, a trusted partner to Product & Engineering teams, scaling our business by making our Enterprise Customers more successful.

You will be key in our company strategic transformation towards Enterprise Cloud. By using your strong business, analytical and data skills, you will identify opportunities to improve our Enterprise Customer’s experience after they migrate to our cloud, based on data and insights from support, and will influence product roadmap, culminating in accelerated growth while keeping our margins (support costs).

You're part data analyst, part product manager, and part program manager. You're strategic and also relationship- and data-driven.

• Influence product roadmap by identifying, articulating the business impact and proposing possible solutions to the most impacting friction to our customers, after they migrate to our cloud

• By manipulating data from our customers' interactions with support, extract insights, prepare and deliver regular reporting that uncover improvements opportunities in customer experience, business growth and support efficiency

• Deliver high-quality deep-dive analysis into opportunities and friction areas happening post-migration and corresponding business cases

• Partner with Engineering and Product Leaders to design processes and solutions to solve complex support challenges and to implement product improvements that prevent customer friction

• Identify and remedy Product specific supportability gaps

• Tell stories through data that resonate with executive leadership

• Build relationship and rapport to become a trusted advisor to senior partners (Heads of Support, Analytics, Product, and Engineering)

• Lead projects independently

You will report to the Group Manager, Support Enablement, CSS.

• 10+ years of relevant experience with a proven ability as an principal data analyst in software development, service delivery, or customer support

• You have in-depth business understanding and the ability to map business challenges to data

• Experience with SQL and visualization tools (for example: Tableau, Power BI)

• Strong written, verbal communication, and presentation skills to senior audience

• Proven track record of developing longer-term strategies and using data to influence product roadmap

• Extensive experience working with Product Managers and Software Developers

• Solid experience Influencing senior partners (directors, heads of ) to enact change

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: $192,000 - $256,000

Zone B: $172,800 - $230,400

Zone C: $159,300 - $212,400

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.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit go.atlassian.com/crh.