Senior Manager, Support Account Management

Atlassian•San Francisco, CA

7d•Hybrid

About The Position

As a Senior manager, Support Account Management (SAM) you will lead fast-paced and dynamic support teams servicing our Cloud and On-premises customers. Our SAM Support team is passionate about providing legendary support and product expertise to our most Strategic customers. In this role, you will set the bar for Atlassian's support across all products and platforms by establishing and improving processes, operating rituals, and success metrics standards for quality service. You’ll foster a culture that is relentlessly focused on customers. This is a multi-faceted role that will require a broad skill set in people leadership, support operations, strategic prioritization, and legendary customer service. This role includes identifying and coaching great support engineers, building a culture of excellence around support operations, driving insights into our product groups, and creating an identity and brand around the SAM support offering. Working at Atlassian Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. More about our team: The team is composed of technical experts and customer champions who are eager to help our most strategic customers unlock the full potential of their teams. We love working with our customers, learning about the ways they use our products, and exploring the unique challenges they face daily. We encourage boldness- being a disruptor, not being deterred by tough problems, and ensuring everyone has a voice. A successful day on the team is defined by learning about complex problems, developing creative solutions to overcome them, and learning from the experience along the way. We think and act in accordance with our Atlassian values and hold our teammates accountable for doing the same. We are not afraid to ask for help, and we are delighted when given the opportunity to lend a helping hand ourselves. We are open, diverse in our backgrounds and talents, respectful, and located around the globe, all dedicated to providing legendary service to our customers.

Requirements

At least 10 years of experience leading a global technical team (support, services, or success) at an Enterprise tech company
Experience working and partnering with large Enterprise/Strategic accounts
Experience building relationships with customer executive leadership
Experience working and partnering with customer-facing teams such as Customer Success, Sales, and Technical Account Management
Demonstrated experience with hiring, resource planning expertise, and implementation of professional development programs, growing leaders, and individual contributors
Demonstrated experience building a customer-centric culture that advocates for the customer's needs
Exceptional behavioral assessment capability and the ability to teach this to others
A strong learning orientation and examples of high rates of professional growth
Strong knowledge of Enterprise/Strategic accounts with a focus on improving customer satisfaction
Experience analyzing data to derive insights, trends, and improvements to drive customer satisfaction
Experience in recruiting, retaining, and building high-performing, passionate support teams with a customer-centric culture that champions legendary customer support
Experienced people leader, developing talent-nurturing programs that grow strong SAMs
Create, organize, and communicate strategies 3-6 months ahead.
Partnering with global peers in aligning the strategies
Strong communication and sophisticated organizational skills
Excellent judgment and decision-making skills

Responsibilities

Develop and implement recruitment strategies to identify and hire top talent that aligns with Atlassian’s values and goals.
Foster a healthy culture that promotes collaboration and growth.
Provide regular feedback and coaching to help senior individual contributors grow in their roles to maximize their potential.
Manage team performance effectively by upholding high standards and accountability.
Set clear performance expectations and goals for all team members to ensure optimal productivity and success.
Establish and execute structured operating rituals to enhance team efficiency , and regularly assess and refine operating rituals to adapt to changing team and business needs.
Define success metrics to measure process improvements' impact on team performance.
Encourage feedback and suggestions from team members to foster a culture of continuous improvement.
Work closely with senior leadership to understand strategic priorities and translate them into actionable team objectives.
Develop and nurture long-term relationships with key customers and stakeholders to understand their needs and expectations.
Serve as the primary contact for escalated issues from high-profile clients, ensuring timely and effective resolution.
Monitor and assess customer account health, identify potential risks, and collaborate with technical teams to ensure that customer solutions are technically sound and aligned with their business goals.
Work closely with Engineering, Product, and other cross-functional teams to prioritize customer-driven features and improvements.