Senior Manager, Strategy Collection Support
Atlassian
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.
We're hiring a Senior Support Manager within our team, reporting to the Head of Strategy Collection Support. This collection is comprised of 3 products, catered to Atlassian’s Enterprise Customers: Jira Align, Focus and Talent. This role could be right for you if you are a Senior Manager with an extensive background servicing Enterprise customers, software and technology - and have a deep commitment and history of delivering incredible experiences for your customers and teams you lead.
As a Senior Support Manager in the Strategy Collection, you will lead a team of experienced senior support engineers based in India, servicing our Enterprise Cloud customers.
You will set the bar for Atlassian's cloud support offerings by upholding and elevating our service while building a culture that's focused on our customers and team. You will manage the health of the Enterprise Support offerings and your team's operations. You will have an ability in identifying and coaching great support engineers, help guide insights into our product groups, and facilitate in-team projects, while supporting your peers' growth and capabilities as our business evolves with our customer needs.
Your team is filled with top-notch technical individuals that are excited to provide world-class support for our customers. We challenge one another every day and hold ourselves to a high expectation towards our customer's overall success. We all enjoy the interactions with the customers, digging into complex issues, and advocating for for customers within Atlassian. When problems seem the hardest we are at our best, pushing harder for the cause and a solution.
We feel that through our roles we can positively help millions of end-users and their experience with Atlassian products. We believe we enhance the business by listening to the customer's experience, translating these into actions, and advocating for their short-term issues and long-term needs throughout the organisation. The team that you are joining will be open, filled with varied backgrounds and talents, is respectful, dedicated, globally distributed, and is all about providing legendary service to our customers.
Key responsibilities:
Employ and build inspired, passionate support teams with a customer-centric culture that champions legendary customer support
Develop talent-nurturing programmes that grow and promote amazing support engineers
Use your knowledge of technical support operations with a focus on improving customer satisfaction
In-depth analysis of support operational metrics, present essential operational insights, strategies to exceed KBM's goals, areas of improvement to support leadership through monthly business reviews
Create strategies 3-6 months ahead with global peers which align the strategies
On your first day, we'll expect you to have:
10+ years of cumulative experience in software, professional services, software development, enterprise support, and customer-facing roles
6+ years of operational management experience, managing customer-facing support teams serving high-volume and large enterprise customers
4+ years of people management experience, leading distributed technical support teams of 8-15, to exceed operational performance goals
Operational excellence with Support operations metrics, scaling processes to meet customer needs, with demonstrated capabilities in successfully achieving regional objectives and resolving complex challenges.
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits.
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.