The Mission Director (MD) is a strategic PMO, Project Management Office, focusing on defining the path to cloud and managing customer cloud launch journey for our strategic customers. They are responsible for ensuring overall coordination of across SMEs within the business, ensuring customers achieve their cloud objectives and Atlassian value, and they will aggregate and prioritize product insights & feedback.
In practice, this involves coordinating Atlassian cross functional experts from Sales, CSS, Product and Engineering to deliver the best solution to the customer for their cloud adoption and migration journey. This role is largely internal facing but does interface with customer in key milestones (customer workshops, exec sponsor alignment meetings, QBRs and escalations and any calls crucial parts of the migration).
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Why should you apply to this role?
You'll be working with Atlassian's largest, most complex and most interesting customers as they execute on their most important Atlassian initiative in history (Cloud Migration).
You'll be the glue across guidance, requirements and execution - Plus the strong voice of the customer within Atlassian!
You will have a strong cross department collaboration with ALL organisations from Sales, Solutions, Support & Channel Partners to accelerate customer PEU enablement, absorb insights and be the change you seek to scale our processes and operations.
You will be partnering closely with CMM, Support, Advisory Services, Product & Engineering across the region to provide consultative support to a select number of our largest customers, drive value in customer engagements through prescriptive insights and methodologies, while identifying opportunities to build and mature our products, tooling and platform.
Compensation
At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:
- Zone A: $134,700 - $179,600
- Zone B: $121,200 - $161,600
- Zone C: $111,800 - $$149,000
This role may also be eligible for benefits, bonuses, commissions, and equity.
Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.
- Take responsibility for strategic customers, build a path to cloud and organize and implement deliverables to meet established goals on time. Actively creates alignment between our customer objectives and broader Atlassian organizational goals;
- Has a strong understanding of customer segment needs, and reliably demonstrates the ability to align their work to address those needs. Regularly Drives action-oriented recommendations from customer data, research and findings. Isn't afraid to challenge status quo..initiates action for change based on new customer insights
- Strategically communicates to both internal and external stakeholders; Champions and communicates the vision to peers and stakeholders with conviction, driving a shared understanding and commitment to our objectives, and inspiring others towards goal achievement.
- Drives information clearly, influences and shapes the audience/message and selects appropriate form(s) of communication; attentively listens and confirms understanding to effectively received information.
- Exhibits exceptional active listening skills, asking insightful questions to fully comprehend the customer needs and expectations, and ensuring all communication is clear and accurate.
- Proactively shares critical and relevant information with partners and stakeholders, fostering informed, efficient collaborations.
- Applying an understanding of the products and services provided, how each product works, and the business value it brings.
- Anticipates and aligns product knowledge with not only the explicit but also the unspoken, strategic needs of the customer.
- Articulates ways in which Atlassian's products/services can revolutionize customer's business, while enhancing operational efficiency and strategic growth.
- Proactively stays ahead of industry trends and innovations and integrates knowledge into strategic customer interactions and advisory roles.
- Proactively identifies key business problems and propose and deliver integrated, user focused solutions and experiences and applies creative thinking to address opportunities, define practical implementation of new ideas, processes, methods, products or solutions.
- Consistently designs new solutions, methods, and products, and ensures their successful implementation and integration into existing systems; Regularly initiates and leads new projects/activities and encourages a culture of innovation and continuous improvement
- Works with subject matter experts across disciplines to develop effective solutions and optimize processes, and also takes the initiative to share this knowledge and expertise with others, fostering a culture of continuous learning and improvement.
- Seek and embrace working with others to accomplish common goals and create positive team environments and consistently encourages teamwork and facilitates collaboration within the team.
- Demonstrates strong teamwork skills and consistently contributes to a collaborative team environment and influences others to value and engage in collaboration, fostering a supportive team culture.
- Shares improvements with their group which results in broader positive impact; Actively shares their knowledge and expertise through mentoring and coaching
- 5+ years experience in a high-paced customer-facing role within either customer support, customer success, implementation, consulting, a migration-specific department, or other meaningful function;
- Strong communication skills as well as a natural propensity for public speaking;
- Experience in managing low-to-medium complexity projects with multiple stakeholders
- Ability to ask compelling/ leading questions, uncover common customer themes, and lead technical planning and project planning;
- Experience navigating a SaaS working environment with DevOps or IT teams
- Involvement in building cross-functional relationships internally;
- Empathy for customer anxiety and experience in helping customers deal with change management within their organization;
- Experience in advancing potential customer challenges before they become full-blown issues and ability to partner with other teams to resolve and communicate needed information back to the customer