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Head of Enterprise Cloud Support

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Atlassian

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Location:
India, Bengaluru

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

We are on the lookout for a passionate leader to join our Cloud Support team in India, leading 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.

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, global, 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.

Additional Information:

Job Posted:
March 19, 2025

Employment Type:
Fulltime
Work Type:
Remote work
Job Link Share:

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