Product Support Manager - Cloud EMEA

Job Description

Creating 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 & ServicesAtlassian 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 organization 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 Product or Technical Support Manager who has a demonstrated track record in building teams through effective and strong leadership and has empowered people to help customers succeed. As a Product or Technical Support Manager, you will focus on building and leading a high performing team of Support Engineers. You will be responsible for ensuring our teams strive to provide a positive support experience, which includes being responsive to our customers and effectively partnering with stakeholders on the most critical problems for Atlassian customers. 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 through:
• Attract, Develop, and Retain talent
• Deliver results through Teamwork
• Role Model Atlassian values
• Commit to Performance Management and Recognition Program.
• Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer escalations - and as necessary take ownership to produce a positive customer outcome (s).
• Manage the day-to-day support business within your team.
• Foster collaboration with other teams to improve the customer experience.
• Position and support your team to succeed by maintaining focus on the fundamentals (caseload and backlog management, Throughput and Resolution), removing roadblocks within in CSS or into Engineering, encouraging collaboration and use of all available resources.
• Assure team members are ready (working with internal teams and Readiness Champions where applicable) - technical skills, soft/professional skills, required training, cultural initiatives, industry certifications and standards, etc.
• Establish connections across CSS and externally to influence and improve team effectiveness.
• Contribute to and help drive Product, Technology and Process improvements.
• Contribute to the success / implementation of CSS division led programs, initiatives, communications at the team level.

Competencies

• Customer Centricity
• Business Acumen
• Change, adaptability and Flexibility
• Team Player

Qualification & Experience

• Language qualification
• English language: fluent in reading, writing and speaking.
• Bachelor degree in Computer Science, Information Technology, or related field AND 12 + years of Overall Experience with 5 years / 7+ years of operational excellence, delivery management AND 5+ years of experience of managing people

More about our benefitsWhether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.More 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 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. 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 .Additional InformationWe believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyones perspectives and experience we never discriminate on the basis of 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.If your experience looks a little different from what we ve identified and you think you can rock the role, we d love to learn more about you.Learn more about Atlassian s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub .,

Keyskills :
music makingcomputer sciencebuild toolstechnical skillsmentoringcustomer relationsvoice of the customerproduct supportdrive changeslaerpcustomer support