Principal Product Manager, Customer Success Technology at Atlassian (Austin, TX or Remote)

| Austin | Remote
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Working at Atlassian
Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it's necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
The Customer Support Technology organization partners with Atlassian's Customer Success and Support teams to build intelligent self-service support systems, analytics, and smart tools to ensure that Atlassian's customer care capabilities are streamlined for external customers and efficient for internal users.
We are seeking a strategic and innovative Principal Product Manager to define the roadmap and drive improvements and optimization of our customer support platform. You'll be responsible for gathering requirements from our internal stakeholders, benchmarking with peer companies for advancements in I2R capabilities, research industry trends to understand what customers expect from elite technical support and develop recommendations to inform existing business process improvements and long term business strategies.
On your first day, we'll expect you to have:
  • 8+ years of product management and business analysis experience in crafting and deploying customer care and technical support platforms (Custom or SaaS)
  • Proficiency with end to end product delivery, roadmap definition, feature delivery and tradeoffs for your product.
  • Ability to define requirements, success metrics and associated use cases, reimagining customer support experiences and identifying customer and/or user problems.
  • Excellent analytical, problem-solving and operational skills to evolve the product strategy based on research, data and industry trends.
  • Strong verbal and written communication skills adjusted for different audiences, from engineers to executives.
  • Effective listening skills to discern impactful technical requirements from business planning sessions.
  • An ability to mediate and make pragmatic compromises especially in light of multiple partners competing for resources in order to meet their business timelines
  • Attention to detail: successful history of closing loops and delighting customers
  • Have a clear understanding of business and development process (Agile preferably)
  • Proven ability to design and deliver a successful Customer Support (or equivalent) platform and experience roadmap
  • Experience with customer usability (UX & UI) and hypothesis driven experimentation
  • High energy, results-oriented self-starter with a positive mentality and with a "can do" attitude. Must be persistent, ambitious, curious and creative with a track record of focusing on high impact and pivotal initiatives through to execution without direct authority

  • We'd be super excited, if you have:
  • Strong technical skills, technical degree or background
  • History leading and redefining customer service and support platforms delivering on I2R capabilities
  • Knowledge of Jira, Confluence, and the rest of the Atlassian product suite

More about our team
We are a growing team of engineers, product managers, and designers of all levels of experience. We are, above all else, driven innovators. As standard for Atlassian, we offer innovation time to solve problems that matter the most to you. We count the reigning ping-pong champion among our numbers.
This team is directly involved in multiple initiatives to change the way Atlassian does business. We have the exciting opportunity to be part of redefining the company and invite you to join us on our journey.
Our perks & benefits
To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.
About Atlassian
The world's best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team .
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on 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.
To learn more about our culture and hiring process, explore our Candidate Resource Hub .
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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
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

Atlassian believes the future of work is distributed and offers our people the flexibility to help them do what’s important to them. And with few exceptions, we hire people anywhere we have a legal entity as long as they have eligible work rights and sufficient team time zone overlap.

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
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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