We are on the lookout for a passionate leader to join our Cloud Support team in India, leading regional/global teams in the delivery of legendary technical support to our customers. The ideal candidate will be a member of our global CSS leadership team and will help establish and execute the Cloud Support strategy.
Key responsibilities include building and leading high-performing teams that provide legendary support, identifying areas for continuous improvement, contributing to policy development, nurturing talent, and helping to develop and implement our AI strategy. This leader will collaborate with global peers to champion the support organization's strategy, focusing specifically on ensuring customer success with our Cloud products. Creating strong partnerships with Escalation, Product, Engineering teams, and working with support vendors, this leader will help drive key customer escalations and surface opportunities to improve Cloud support delivery.
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To effectively serve our customers, it is crucial to create an environment that attracts top talent and supports their growth through training programs, accountability for ambitious goals, regular performance management and calibration exercises. Our Cloud products are critical to the growth of Atlassian, and the support teams are responsible for a broad range of customer support, across all sectors. This role offers a unique opportunity to tackle complex challenges, develop and execute a long-term strategy, more specifically focusing on supporting customers to be successful with our Cloud products.
Working at Atlassian
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
- Define and implement a support strategy that enhances customer experience, scales the team, develops talent, and balances cost with coverage while increasing the impact of India as a center of excellence across CSS.
- Collaborate with Escalation, Product, and Support & Success leadership to drive customer executive-level escalations to resolution and enhance visibility of customer needs.
- Support and develop senior leadership capabilities within the team.
- Cultivate an environment and culture of exceptional support.
- Present strategy, key insights, financial and non-financial achievements, and quarterly progress updates to senior leadership in an engaging manner.
- Analyze operational metrics to identify strategic opportunities and drive improvements that increase value for our customers.
- Work closely with leaders in other regions to ensure process alignment.
You would be a flawless fit if you have
- 15+ years of experience in fast-growing global SaaS support operations.
- Proven leadership of large, multicultural teams that consistently meet and exceed operational performance goals.
- Experience facilitating large-scale organizational transformation.
- A track record of effective communication with C-level executives, both internally and externally.
- Exceptional capability in behavioral assessment and the ability to teach others.
- Demonstrated experience in designing and implementing talent development programs that cultivate strong leaders and support engineers.
- A history of building a customer-centric culture that prioritizes customer needs.
- Proven success in influencing cross-functional teams and inspiring change in a 'matrixed' environment.
- Experience leading customer escalations and internal incidents.
Your success in this role will depend on your ability to:
- Deliver exceptional support to Cloud customers, moving from reactive to proactive to preemptive
- Attract, develop, and nurture high-performing teams of leaders and Support Engineers.
- Drive local, regional, and global initiatives aimed at enhancing efficiency and improving the overall customer experience.
- Monitor and optimize critical business processes and operational metrics.
- Collaborate with internal teams to drive and evolve our AI strategy to enhance the customer experience and streamline support processes.
- Navigate and resolve complex or unusual business challenges through advanced critical thinking.
- Lead a cross-functional team in executing a strategy you have developed.
- Balance delegation with hands-on execution.
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/perksandbenefitsto 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.