Global Escalation Manager
Do you love being the driver in assessing crucial customer challenges and themes, taking ownership to educate and influence internal and external teams, and lead towards resolution and thrilled customers? If so, then we have been looking for you!
We view our Escalation Manager role as a critical customer champion within our team. Internally, we need someone to work with our Support Leadership, Product Management, and Development teams to ensure that our customer voice is heard. Externally, this role will work 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 customers and Atlassian leadership regarding active critical issues, as well as meaningful details on the status of the customer relationship with senior management.
***Application ongoing – open until filled***
Requirements
On your first day, we'll expect you to have:
Empathy for our customers demonstrated through years of strong communication skills development
Understand when, how, and most importantly why, when setting expectations with our customers and team
Ability to manage multiple priorities under pressure while maintaining a customer-focused approach.
Deep curiosity and commitment to seek out and resolve problems, share root cause analysis to our customers and Atlassians and strategize on preventing similar problems in the future
Availability to work weekends on rotation or during critical customer escalations
6+ years of experience in forward facing support, software services, and/or system administration roles where customer effort and satisfaction are a priority
3+ years managing Enterprise level escalations
Strong negotiation and objection handling skills
It's excellent, but not required, if you have:
Experience with Scaling Agile methodologies (e.g. SAFe, Spotify, Value Engineering, Scrum@Scale, LeSS)
Experience working with Atlassian products (Jira software certification is a huge bonus!)
Deep familiarity with various technologies such as Microservices, Databases, AWS (EC2, RDS, S3), and the ability to work with observability data inside platforms such as Splunk & SignalFX
The application process will continue on the employer's website.
Similar Jobs
Enterprise Support Manager-Gdańsk
Atlassian Corporation
Gdańsk, Poland | Remote
Tech Lead, Support Operations
Atlassian Corporation
Bengaluru, India | Remote
CSS Incident Manager
Atlassian Corporation
Austin, United States | Remote
Customer Experience Engineer II - CTJ - Poly
Microsoft
Redmond, Washington, United States + 3 more locations