Customer Success & Innovation Business Process Analyst

| Austin, TX
Atlassian can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. As our offices re-open, Atlassians can choose to work remotely or return to an office, unless it’s necessary for the role to be performed in the office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

At Atlassian, we are on a mission to reinvent B2B selling. We know that classic high-pressure B2B sales tactics don't work anymore. We have built a billion dollar, fast-growing business without any of those tactics, based on high-quality products, free trials and an intense focus on customer satisfaction. Those happy customers convert to paying customers, creating a prolific "Flywheel" that has delivered 150,000+ customers to date.

We believe that there is an opportunity to continue to improve and evolve this model through value-added engagements throughout the customer lifecycle, that will improve customer experiences, leading to higher conversions, accelerated expansion and improved retention rates. This role will play an important part in managing a portfolio of projects that will define, implement and optimize these processes, helping us to realize the next evolution of our customer engagement model.

The Customer Success & Innovation Business Process Analyst, is a senior-level individual contributor, with a consistent record of supporting complex, business-impacting projects. Candidates will possess business process, systems administration, and analytical skills that will be instrumental in helping our teams scale globally. On the job you will work closely with our Customer Success & Innovation (CSI) team stakeholders - Customer Success Managers (CSMs), Technical Account Managers (TAMs) and Sales Engineers (SEs) - to collect and prioritize enhancement requests, identify improvement opportunities, document business requirements, and support the delivery of our project portfolio in partnership with our IT teams and your business partners.

What you'll be doing:

  • Study and learn the end to end processes employed by our CSI teams. This is a unique organization with a hybrid profile spanning customer success, pre-sales and post-sales support.
  • Develop a strong understanding of all Atlassian entity’s business models and product offerings - our product portfolio is constantly evolving, and the CSI team is always at the table with customers and partners to help them understand and manage that change.
  • Work with cross-functional teams including Sales, Channel, Support, Marketing and Finance - your work cuts across the full customer lifecycle, so your stakeholders are diverse.
  • Work with the CSI team leads to understand operational pain points and up/downstream teams to identify and resolve process pain points using process reengineering techniques and through system enhancements.
  • Collaborate with our CSM and Marketing leaders to define and implement a new CSM “digital touch” engagement strategy focused on customer health and churn prevention.
  • Work with Sales Ops and Channel Ops teams to understand the commerce systems and purchasing processes, and areas of impact for your stakeholders.
  • Partner with our internal technology teams to support and deliver new capabilities and system improvements that increase the efficiency and effectiveness of the CSI org, including enhancements to tools like Financial Force, GainSight and Salesforce.
  • Identify automation and optimization opportunities across the pre-sales and customer success lifecycle.
  • Serve as a point of contact and subject matter expert on CSI systems, processes and policies for external organizations, including presenting the team’s needs in enterprise projects.
  • Own requirements documentation including BRDs, process flows, DACIs, wireframes or other assets used to capture business needs.
  • Work with business owners and IT to prioritize change requests.
  • Manage defects and enhancements including identification, resolution, and communication to business partners in the CSI organization.
  • Participate in user acceptance, smoke testing, and implementation activities.
  • Create and deliver training and enablement content for projects you are managing.

Skills and Requirements

  • 5+ years of experience in Sales Operations, Sales Technology, or Customer Support/Success in an “analyst” position (business, process, systems, functional, etc.)
  • Experience working in a high-growth, enterprise software company
  • Experience with Direct and Channel sales ecosystems
  • Experience with quote-to-cash (QTC) processes and systems, including quoting, order management, contracts, e-signature and fulfillment processes
  • Familiarity with different software subscription models, and cloud software sales models
  • Some tools you may be using and supporting: Salesforce, FinancialForce, Gainsight, Gong, Groove, Jira, Jira Service Management, Confluence, Intercom (chat), diagramming software (we have many)
  • Bonus points for experience with Robotic Process Automation (RPA) tools like UIPath or Automation Anywhere
  • Extra credit for experience with process automation tools like Camunda and Workato
  • An ability dive into details, but also step back and reframe a problem more strategically
  • You have a passion for learning - new tools, processes, ways of working, etc. and are open to change and doing things in new ways.
  • You are a self-starter, and thrive in fast changing environments where goals are often clear but tactics are not. Atlassian is a dynamic, fast-paced company, so adaptability and flexibility are a must.
  • Analytical thinking, backed up by a metrics-guided approach. You use data to frame, inform and guide the prioritization and decision making process, to manage the health of your projects through delivery, and to assess the success and impact once you are done. This may include ROI analysis, capacity planning and budgeting, TCO analysis, revenue modeling and more.
  • Strong influencing skills. As an individual contributor, you will rely on lots of other people to help define the plan and get it executed.



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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
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    • jQueryLibraries
    • ReactLibraries
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    • AngularJSFrameworks
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    • MongoDBDatabases
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    • IllustratorDesign
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    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
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An Insider's view of Atlassian

What's something quirky about your company?

Atlassian creates a culture that sees and understands employees as humans. We take time to celebrate how weird we all are, and it shows in the work we do.

Kesha

Product Marketing Manager

What is your vision for the company?

As the world gets eaten be software, Atlassian plays a foundational role: how do we help knowledge leaders articulate how business operates today? How do we engage 'visioneers' to help reimagine an analog process into something digital? And how do we ensure that we enable developers to be as productive and effective as possible?

Noah Wasmer

Head of Tech Teams

What are Atlassian Perks + Benefits

Atlassian Benefits Overview

Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, five paid volunteer days a year for your favorite cause, plenty of food and drinks, ergonomic workstations, employer-paid insurance coverage for you and your family, pension and more.

We're a global company and each of our office locations also has its own unique perks and benefits. Some of our benefits vary slightly by location.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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