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
Responsibilities
Orchestrate Customer Teamwork
By leading communication efforts on high-impact customer issues and concerns. Prioritize, coordinate and spark follow-up actions within the Atlassian team. Demonstrate ownership through regular meeting cadence & communications with internal and customer contacts, managing customer expectations on status and timelines. Serve as the primary point of contact for escalations, ensuring effective communication and resolution.
Make a difference
By educating our organization by sharing customer feedback and trends. Promote collaboration across our Support, Product and Engineering teams to achieve real outcomes! Emphasize the priority and urgency of issues into the product teams for key fixes. Promote the right outcome through resolving our customer's critical situations via effective partnership within all facets of Atlassian and elsewhere as the need arises. Develop and maintain a prioritized Issue List and Action Plan to handle concerns and drive resolution across multiple teams, including executive engagement as required. Share insight and reporting on all blocking issues, evaluating escalation performance metrics. Educate and promote standard methodologies for demonstrating Enterprise Support with customers and Partners. Help shape and improve our support services and product capabilities.
Communicate at the right level
By owning the responsibility for messaging, follow-up, and outcomes to our biggest influencers within Atlassian. Assess & evaluate how critical a situation is, seek to understand business impacts of critical problems, and report back on the current status of those issues. Develop and communicate periodic reports on status of escalations and next steps.
The application process will continue on the employer's website.