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 from an office (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.With a sufficient timezone overlap with the team, we're able to hire eligible candidates for this specific role from the Netherlands and the United Kingdom. If this sparks your interest, apply today and chat with our friendly Recruitment team further.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 technical individuals located in Europe - servicing our On-Premise Premier, Priority, and Select Support customers.You will set the bar for Atlassian's on-prem support offerings by improving projects, establishing a standard for quality service, and building a culture that's focused on customers. We are looking for a broad skillset in people leadership, support operations, strategic prioritisation, and legendary customer service. You will include identifying and coaching great support engineers, building excellent support operations, driving insights into our product groups, and providing legendary customer support.

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 (standard operative procedures) improvements, delivery quality, transparency, analytics and developing teams.
• 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.
• Show business sense, define global and scalable frameworks and methodologies that are comprehensive from concept through adoption, scale, and maintenance.

Your background

• 5+ years experience in the software industry, in a Customer Support Centre function in a managerial capacity.
• An understanding of people leadership, involving building networks and developing talent.
• Experience recruiting, building and retaining motivated, passionate support teams with a customer-centric culture.
• Develop talent nurturing programmes that grow competent support engineers.
• Analyse data to find insights and improvements to increase customer satisfaction and the effectiveness of technical support.
• Organise and share strategies months ahead, partnering with global peers in aligning these strategies.
• Experience in both small and large companies.
• Experience working with 24x7 support operations and with teams across multiple locations.
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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.