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 a Program Manager for Atlassian’s Customer Success and Innovation (CSI) teams, you will be responsible for driving strategic programs across our customer-facing technical teams. You will work with team leaders from across the globe to develop best practices and drive innovation in customer success at scale. This role is about championing customer and team outcomes by improving customer activation and the onboarding experience all the way through to churn reduction. This role will be accountable for driving clean project execution against a plan to deliver measurable outcomes for the customer and the business. You will work closely with all business levels to set delivery initiatives that support the Atlassian mission.

Day to day responsibilities will include:

• Establishing Process with Customer Success Leadership Globally: Work with leadership to map customer success experience globally with an eye towards, onboarding, adoption, expansion, and churn reduction. Build consistency in regional team-management approaches for alignment to goals, processes, and team ceremonies.
• Crafting and Executing Program Communication Plans: With a distributed team, it is important to create and run multi-channel communication plans to inform all CSI teams of progress and results on Programs you are running.
• Plan and Facilitate meetings for CSI and Cross-Functional Programs: Manage week-to-week planning to help teams keep their eye on the quarterly OKR goals, driving the cadence of planning, delivery, iteration, and measurement.
• Present New Business Insights and Possible Solutions: Reflect on the previous work with the teams and present insights and opportunities seen both within the Customer Success team and throughout Atlassian.
• Help Scale Operational Efficiency: Our teams are growing, which is making it imperative to adjust our processes in a way that will scale with the team. This role will help build processes and tools to allow leaders and teams to see a more holistic picture at scale. Automation will be key in the future success of this role.
• Cross-Functional Collaboration and Alignment: Work with other Program Managers to share, learn, and create efficiencies across CSI and Atlassian. Drive consistent practices for knowledge management, content creation, and communication across the team’s Confluence spaces and other internal channels.
• Vendor Relations and Contract Maintenance: Manage shared services vendor relationships and work to get contracts through Atlassian procurement. 

It'd be great to have

• 7+ years of project and program management experience with technical teams at scale
• Experience working with customer success, support, or account management teams
• Demonstrated ability to plan and deliver work with Agile frameworks
• Experience with tech-touch, automation, and tooling in customer relationship management
• Deep familiarity with the Salesforce platform
• Hands-on experience with Atlassian products
• Experience with enterprise SaaS software sales and delivery

More about you

You have proven experience scaling teams with a tech-touch strategy to drive customer engagement at scale. You are passionate about creating simple systems of communications and reporting to ensure alignment within the business. You aren't afraid to roll-up your sleeves and get into the process flow and technical implementation details of related system changes.

We’d love it if you have worked with high volume, customer outcome-based teams in a distributed environment. Ideally, with a firm understanding of implementation, adoption, and growth in a SaaS environment. You've had experience managing quarterly forecasting cycles in collaboration with Finance and HR. In addition, you demonstrate a strong ability to distill the measurement out of all the details and create a simple consumable representation to key business partners.

People describe you as a strong team builder, someone who can set the right direction and expectations with a team of high-performing individuals, be an adept communicator across time-zones and cultures, and having the right balance of identifying new ways of building business and solving risks to current execution and scale. Emotional intelligence is a key trait, as you will be working with decision-makers across teams and regions to encourage alignment on time-bound decisions. You are adept at guiding teams through a framework to analyze their problems and reach actionable outcomes faster.

More about our team

We are big on distributed collaboration and are passionate about our customer-first culture. Working in this team at Atlassian, you'll have a direct impact on some of our biggest accounts, fast! You won't get frustrated with bureaucracy or slow decision making because we encourage innovative thinking. We don't just want to know your opinions; we want to see your ideas in action. We hire great people and then trust them to be great.

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.