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Head of Cloud SMB Support

https://www.atlassian.com Logo

Atlassian

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Location:
India, Bengaluru

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are on the lookout for a passionate leader to join our Cloud Support team in India, leading regional/global teams in the delivery of legendary technical support to our customers. The ideal candidate will be a member of our global CSS leadership team and will help establish and execute the Cloud Support strategy. This role is crucial for supporting customers to be successful with Atlassian’s Cloud products and will cultivate a strong customer-centric culture.

Job Responsibility:

  • Define and implement a support strategy that enhances customer experience, scales the team, develops talent, and balances cost with coverage while increasing the impact of India as a center of excellence across CSS
  • collaborate with Escalation, Product, and Support & Success leadership to drive customer executive-level escalations to resolution and enhance visibility of customer needs
  • support and develop senior leadership capabilities within the team
  • cultivate an environment and culture of exceptional support
  • present strategy, key insights, financial and non-financial achievements, and quarterly progress updates to senior leadership in an engaging manner
  • analyze operational metrics to identify strategic opportunities and drive improvements that increase value for our customers
  • work closely with leaders in other regions to ensure process alignment.

Requirements:

  • 15+ years of experience in fast-growing global SaaS support operations
  • proven leadership of large, multicultural teams that consistently meet and exceed operational performance goals
  • experience facilitating large-scale organizational transformation
  • a track record of effective communication with C-level executives, both internally and externally
  • exceptional capability in behavioral assessment and the ability to teach others
  • demonstrated experience in designing and implementing talent development programs that cultivate strong leaders and support engineers
  • a history of building a customer-centric culture that prioritizes customer needs
  • proven success in influencing cross-functional teams and inspiring change in a ‘matrixed’ environment
  • experience leading customer escalations and internal incidents.
What we offer:
  • Health coverage
  • paid volunteer days
  • wellness resources
  • annual allowance to support learning & growth
  • unique ShipIt days
  • company paid trip after five years
  • ample time off to relax and recharge
  • flexible working options.

Additional Information:

Job Posted:
March 19, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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