Support Manager - Cloud Migrations

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 are looking for a passionate leader to run, enhance and scale our Cloud Migrations support operations. Someone who will help our customers migrate from on-prem Atlassian products to Atlassian Cloud. In addition to operations, you will also provide strategic direction and operational strategies for Migrations support and aid in reaching Atlassian’s company goals. You will build Migration support strategy catering to the needs of Atlassian partners. And our largest and most complex enterprise customers, providing insights back to the business.Are you passionate about delivering outcomes in a global environment, proving legendary customer support, continuous feedback and insights to the product and talent development? This is the role for you!More about you:Cloud Migrations is Atlassian’s top goal. We are committed to helping our valuable customers complete the migrations of the Atlassian products from on-premise environments to Atlassian Cloud. These are highly complex projects that need thorough discovery, planning, preparation, testing before taking up the production migrations. We have a team of Cloud Migrations Managers(CMM) and Migrations Support Engineers (MSE) helping our enterprise customers learn about migration options and optimally plan and execute on migrating their Atlassian software instance from their on-premises environment to the Atlassian cloud.The Support Manager, Cloud Migrations is a post sales role within the Customer Support Services (CSS) team, whose core function is to manage a team of Migrations Support Engineers who are committed to helping our customers/solution partners complete highly complex/escalated large scale Server to Cloud migrations. This role collaborates actively with Cloud Migrations Managers, Service Enablement Team, Escalation Managers, Business Lead within Customer Support Services and also with other cross functional teams (Product, Engineering, SRE, Pre-Sales, Customer Success). They drive results working with the team, maintain team morale and manage resources while maintaining oversight and accountability across the migrations journeys.In this role you will:Be responsible for migration support operations and people managementDefine and implement the enterprise-level migration support strategy to improve customer migration experience, scale the team and develop talentAnalysis of global operational metrics to determine strategic wins and discover areas of improvement via coaching, training, knowledge, processes/workflows, and product team feedback.Develop an environment and culture of legendary support throughout the global support team by consistently improving and standardize support processesPresent strategy, key insights, monthly/quarterly progress updates to key partners to drive visibility towards customer’s migration blockersPartner with Migration program leadership (Product, Engineering, Marketing, Customer programs) to provide customer insights and reduce customer frictionAnalyze global team health for capacity versus actual volume, and identify required hiring recommendation that is aligned with the company's Migration goals One your first day, we will expect you to have:Significant years of cumulative experience in software, professional services, software development, support, and customer-facing rolesExtensive experience in global support operations serving large and complex enterprise customersSignificant years of management experience leading global support teams to meet and exceed operational performance goalsExperience with team coaching, uplifting skills, creation and enhancement of SOPs, delivery quality, analytics and developing inbound resource channels from non-senior roles.Experienced people leader, involved building networks, developing talent nurturing programs that grow strong support engineersExperience in recruiting and building successful teams with a customer-centric culture that champions the customer's needsExperienced with interpreting data analytics to derive insight and drive customer valueExperienced with cross-functional influence, providing customer insights to product to improve migration experienceStrong communication and organizational skills The team is filled with top-notch technical individuals that are excited to provide world-class support 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 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.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.