Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.
Do you get excited by the challenge of scaling a fast-growing technology company with your strong analytical skills and business acumen? Using your technical creativity and skills, you will investigate challenges and decision points Atlassian has in scaling its solutions to 100 million users. We’re growing quickly, so you'll need to be a fast learner of new approaches and technologies. You'll be an excellent fit for this role if you are a highly effective communicator and influencer, have a strong commercial mindset and possess excellent analytic capabilities.
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In this role, you will champion improvements to our customers' experience, a trusted partner with Product & Engineering teams and an advisor to our Support Operations teams helping scale the business through customer success. You'll be part analyst, part product manager, and part program manager.
The Service Enablement Team at Atlassian is responsible for ensuring that we build products that our customers love, by providing our Product and Engineering teams with insights from what our customers are telling us in our support channels.
What you will do:
Develop strong partnerships with leaders across the business to align strategy and tactics of Product teams with Support operations
Identify and analyse areas of friction experienced by customers and surface insights to Product teams to get them fixed
Ensure that Atlassian can continue to grow and evolve while delivering legendary support to our customers
Go beyond the data to provide actionable recommendations that help improve the customer and product experience
Build, negotiate, and manage complex initiatives to prevent or eliminate friction in our products and services
Collaborate with product and support leaders to ensure support engineers are prepared for product change and measure its success
Act as the customer and support advocate in a highly agile software development environment
Required skills:
Excellent written, verbal communication and presentation skills
Minimum 5 years of relevant experience with at least 3 years of experience as an analyst in software development, service delivery, or customer support
Strong business acumen and ability to map business challenges to source data
Advanced SQL knowledge and experience
Strong Analytical skills to be able to develop and deliver insights to improve the customer experience
Resilient and adaptive mindset to manage challenge and seize opportunity
Strong sense of curiosity, humour, and empathy
More about our team
Service Enablement exists within our Customer Success and Support Organisation and works alongside Product Managers and Development Managers during product planning and rollout to prevent and reduce friction, and prepare customer facing teams to give the best support experience possible. It is important that our team can communicate and advocate for the customer to internal Atlassian teams.
More about the perks
Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, five paid volunteer days a year for your favourite cause, plenty of food and drinks, ergonomic workstations, unique ShipIt days, a company paid trip after five years, and more.
More about Atlassian
Software is changing the world, and we’re at the centre of it all. With more than 100,000 global customers (including 85 of the Fortune 100) and a highly disruptive business model, we’re advancing the art of team collaboration with products like Jira, Confluence and Bitbucket–and we’re just getting started. Driven by honest values, an amazing culture, and consistent revenue growth, we’re out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, we’re looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.
More about our benefits
Whether 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 Atlassian
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 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 Information
We 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 everyone's 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.