Group Manager - Cloud SMB Support

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.We have an office in Bengaluru but as we continue to expand our footprint in India, we can hire eligible candidates remotely anywhere in India.About AtlassianCreating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney to Bengaluru and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart.

Customer Support & Services

• Atlassian has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CSS organisation is looking for people with a passion for delivering customer support to help us build a future where customers come to us, not only because we provide amazing products and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

And we are looking for..

• We are looking for an intellectually curious, customer centric leader who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Group Manager, you will be focused on managing deliverables for the teams based in India supporting the EMEA region. The leader will own support deliverables and people metrics with a org size of 30+ employees (and growing). You will work with other Group Managers or Regional Managers world-wide in developing operational processes, driving alignment to deliver business results and customer impact, positively.
• You will lead Technical Support Managers and Escalations Managers, as well as operations staff and own coaching, people development, retention and growth. Also responsible for hiring new talents. This role will also demand regular interaction with Senior Leadership within the function and cross functionally. You will be required to influence business decisions using data, and strong judgments. Importantly, this role will require the leader to have the ability to effectively articulate ideas/proposals in a written format with necessary data to support.
• In this role, you will represent Atlassian to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences such as the Atlassian Engineering Group, leveraging the culture of customer centricity at Atlassian to unleash the potential of every team.

What will be your responsibilities?

• Nurture the atlassian culture in the team, fulfilling the Values, Role and Team expectations.
• Define and implement support strategy to improve customer experience, scale the team, develop talent, balance cost and coverage
• Present strategy, key insights, financial/non-financial achievements, monthly/quarterly progress updates to leadership in a compelling manner
• Coach and develop strong leadership capabilities and a continuous improvement mindset to your directs and their teams
• Inspire and motivate support leadership and support engineers to be the best they can be
• Develop an environment and culture of legendary support throughout the Cloud support team
• Analyse operational metrics to determine strategic wins and drive improvements that will increase value for Cloud customers
• Collaborate with key partners (Cloud product leadership, Support & Success leadership, etc) to drive visibility of cloud support customer needs and ensure multi-functional and cross-geo collaboration
• Help drive Product, Technology and Process improvements.

Competencies

• Customer Centricity
• Business Acumen / Strategic thinking
• Analytical
• Change management, adaptability and flexibility
• Strong communication and organisational skills

Qualification & Experience

• Experience: 17+ years in fast-growing global support operations serving a complex customer base with exposure working with diverse cultures.
• Minimum leadership experience of 9 years and your current role should be a Manager of Managers.
• English language: fluent in reading, writing and speaking.

At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.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.