Escalation Manager at Atlassian

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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.

Job Description

If you love being the driver in assessing high impact support issues and taking ownership to influence internal and external teams to resolve and follow up, then this role is for you.
Do you want to help our most complex customers be successful with our tools?
Do you handle stressful situations well to see through the fog and find solid resolutions?
 
The Escalation Manager is a critical customer service role within Atlassian’s Support organization, working internally with Support Leadership, Product Management, and Development teams, as well as externally with key strategic customers and partner experts, to coordinate and drive the resolution of critical issues.
Transparency in line with our Values (Open Company, No BS) is key and is achieved by providing timely and accurate updates to senior management and customers regarding active critical issues, as well as important details on the status of the customer relationship with senior management.

Responsibilities

  • You will be the main point of contact and responsibility on selected customer issues and concerns
  • Help identify hot accounts and potential critical issues
  • Resolve our customer's critical situations by effectively partnering with functional leads in Customer Support/Success, Technical Account Management, Partner Services, Development, and elsewhere as required by the issue
  • Develop and maintain a prioritized Issue List and Action Plan to handle concerns and drive resolution across multiple teams, including executive engagement as required
  • You will run a regular meeting cadence & communications with internal and customer contacts, managing customer expectations on status and timelines
  • Assess & evaluate the criticality of the situation, understand business impacts of key problems, and report back on the current status of those issues
  • Develop and communicate periodic reports to communicate status on landmarks
  • Hold scheduled conference calls with key customer accounts
  • Responsible for oversight / reporting on all blocking issues, evaluating escalation performance metrics
  • Identifying trends, collaborating with our Engineering organization on product defects and trends
  • Educate and promote standard methodologies for demonstrating Premier Support with customers and Partners

More about you

  • You have the ability to plan, coordinate, and manage multiple activities & issues at a time, from inception to resolution
  • You have excellent verbal & written communication & presentation skills with specific experience in leading and handling customers through meaningful issues to successful resolution
  • Ability to work with multi-functional teams for complaint investigation, root cause analysis, and implementation of corrective/preventative actions
  • You have a proven technical background to understand wide-ranging support issues & ask discriminating questions.
  • Ability to quickly assess business impact of an issue and effectively gather the appropriate resources that will drive the issue to resolution.
  • Ability to effectively lead crisis situations
  • You exemplify strong analytical skills, use available metrics and innovate with new benchmarks
  • Strong negotiation and objection handling skills

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

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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