Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

Job description

As an Operations Analyst supporting our Customer Success and Innovation (CSI) teams, you will join a growing group of central roles to scale Atlassian’s Customer Success program with comprehensive reporting and data-driven insights.

The Operations Analyst focused on Customer Success will be diving deep into the customer data from segmentation through automated onboarding, focused high touch interactions, and churn reduction. They will be responsible for driving analytic initiatives to provide real-time dashboards, automated programs, and derive insights to support business decisions. This requires a potent blend of understanding both the tooling and data available and the team members' needs. You will partner closely with business leaders, sales operations, and data engineers to continuously improve our systems and process across tools such as Salesforce, Groove, Tableau, etc.

On your first day, we'll expect you to have:

• Lead analytics gathering and reporting around customer success
• Dive deep into SFDC and connect the dots with other data sources to help customer-facing teams and sales teams
• Partner with other analytics teams such as Marketing, SalesOps, and services teams to build a cohesive view of the customer
• Own data processes across teams within the CSI organization and build out an automated reporting program that provides insights for leadership
• Create processes that scale along with the organization, deconstruct legacy systems and processes in favor of new solutions that enable teams
• Participate in change management by identifying root causes of churn and execute against related projects to improve team performance and key customer lifecycle, and conversion metrics
• Be a part of planning and producing quarterly business reviews and strategic planning of teams' quarterly goals

More about you

• 5-7 years related experience in Operations, SalesOps, Business Process, Analytics, and reporting preferably in a SaaS/Cloud Company
• Strong business acumen and comfortable engaging with all levels in an organization
• Strong working knowledge of data visualization tools such as Tableau
• Deep working knowledge of the Salesforce platform and data structure
• Understanding of or experience with customer success, customer relationship management, customer lifecycle management, or customer support
• Excellent analytical thinking, technical analysis, and data manipulation skills
• Excellent communicator with proven ability to articulate ideas and analysis in written and verbal form to a variety of audience types
• Highly motivated, self-directed individual who thrives in a fast-paced team environment
• Expert in SQL and a strong preference for proficiency in another data programming language such as Python
• Advanced skills in MS Excel or Google Sheets

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.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.