Enterprise On-Prem Support Manager

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Your future teamAs an Enterprise Support Manager, you will be reporting to the Group Manager, Enterprise On-Premise Support - Confluence & Dev Tools. You will lead a team filled with highly-technical individuals located throughout the US - servicing our On-Premise Premier, Priority, and Select Support customers.We believe we add value to 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 organization. Your team will be open, filled with varied backgrounds and talents, respectful, focused and is all about providing legendary service to our customers.

What you'll do

• Help guarantee customer satisfaction, product quality, and ongoing customer success with Atlassian products. Working with your team to ensure service levels, support quality, and customer satisfaction targets while being an important driver for product improvement, application performance and corporate change.
• Participate in customer-facing calls communicating progress updates, action plans, and resolution details. Assisting your team in navigate customer priorities and setting expectations.
• Coordinate root-cause analysis and fixes for complex issues and customers while providing a quality experience, bringing new and improved support methodologies to Atlassian. Creating a wide and loyal customer base to the Atlassian products and brand.
• Demonstrate where you have focused on team coaching, skill uplifting, SOP improvements, delivery quality, transparency, analytics and developing teams.
• Create, organize, and communicate strategies 3-6 months ahead. Partner with global peers in aligning the strategies and work within the broader ecosystem of Team Leads and Managers to improve the department and corporate operational efficiencies.
• Have a strong business sense, define global and scalable frameworks and methodologies that are comprehensive from concept through adoption, scale, and maintenance.
• Work within the broader ecosystem of Team Leads and Managers to improve the department and corporate operational efficiencies.

Your background

• 5+ years experience in the software industry, in a Customer Support Center function in a managerial capacity
• An understanding of people leadership, involving building networks and developing talent. Experience recruiting and building successful teams
• Expertise in understanding metrics to measure the effectiveness of technical support within the organization.
• Experience in both small and large companies
• Experience working with 24x7 support operations and with teams across multiple locations

Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.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 learn more about our culture and hiring process, explore our Candidate Resource Hub.