Head of Enterprise Cloud Support

Our Enterprise Cloud customers are sophisticated, often with deep technical knowledge and a wide range of experience using our products. To service them 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.

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 Enterprise customers to be successful with our Cloud products.

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.

Responsibilities:

• 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.

MORE ABOUT OUR TEAM

Our team is filled with top-notch technical individuals who are excited to be building a new service offering and experience for our customers. We challenge one another every day and hold ourselves accountable for our work, product as well as our customer's overall success. We all enjoy the interactions with the customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian. We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses. We are not scared of challenges, nor do we back down or get deterred by tough problems. When problems seem the hardest we are at our best, pushing harder for the root cause and a solution. We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-users and their experience with Atlassian products.

We believe we can add significant value to the business by listening to the customer's experience, translating these into actions, and championing their short-term issues and long-term needs throughout the organization. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and is all about providing legendary service to our customers.

Your success in this role will depend on your ability to:

• Deliver exceptional support to Enterprise 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.

You would be a flawless fit if you have:

• 15+ years of experience in fast-growing global SaaS support operations.
• Proven leadership of large, global, 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.

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.