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Enterprise Deal Operations Team Lead, Scaled Deal Support

Philippines, Manila · Job Posted March 19, 2025

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Job Description

This is a remote position requiring location in the Philippines. The role focuses on managing a team of Enterprise Deal Associates, leading customer service functions around QTC (quote-to-cash), and improving enterprise deal management processes for a global software company.

Job Responsibility

  • Build and manage a global team of Enterprise Deal Associates responsible for managing the highest margin/volume transactions for Atlassian
  • Partner with Enterprise Deal Operations team members, including Enterprise Deal Managers, Team Leads, and Managers to streamline scope and understand areas of growth and improvement for this new Enterprise Deal Scaled Team
  • Use a strong background in B2B or B2C customer service, including high-volume email help desk and phone support to provide excellent customer support
  • Expertly voice your opinion to make things better and seek feedback
  • Support customers with billing, invoicing, and licensing questions and handle customer escalations
  • Build strong relationships with Account Executives and customers, and work collaboratively to provide and revise quotes that drive customer satisfaction
  • Improve support experience for Enterprise Deal Managers and customers by using feedback to enhance internal processes and automation.

Requirements

  • BS/BA in Business, Finance/Accounting, Economics, or a related discipline
  • Minimum 3+ years of experience in any of the following: Knowledge Management, Deal Desk, Order Management, Sales Contract Support, Deal Management, Sales Quoting Support, or Revenue Operations
  • At least one year in a people management role in an operations function
  • Ownership for resolving sales cycle issues related to quoting, document control, document assembly, signatures, and provisioning
  • Must have a working knowledge of Confluence and sales service desk tools
  • Customer service background and experience balancing many support requests simultaneously
  • Must be willing to join video chats daily to support stakeholders, peers, management, customers, and partners.

Nice to have

  • Must have a working knowledge of Salesforce
  • Familiar with order management practices and processes
  • Proficient in Excel, including manually creating ad hoc formulas to calculate contract pricing.

What we offer

  • Health coverage
  • Paid volunteer days
  • Wellness resources.

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