Senior Program Manager For Customer Support And Success

Atlassian Austin , TX 78719

Posted 6 months ago

Job description:

As the ideal Senior Program Manager within Operations Enablement, you are a master at taking goals, breaking them into measurable results, and creating roadmaps that communicate a path towards delivering capabilities to our business. You are adaptable and understand the need to experiment and pivot in a fast-paced environment that's always changing. You are a driver, with the ability to spin up a model on a whiteboard, write a strategy page on Confluence, and jump into Jira to create the right structure for your teams' complex work. This role requires an expert communicator to work globally across support, product, design, technical, finance, marketing, and legal teams (and all the other teams we collaborate with on a regular basis).

As the Operation Enablement team, we help build and optimize the ecosystem (tools, data, processes, people) for Customer Support and Success across a global footprint. To be successful in this role, you will need to be a big picture thinker and able to dive deep into the details across every aspect of Customer Support and Success. You will need to understand how a large scale business operates and be able to hold your own in high level, high stakes, strategic decision-making sessions.

Does this sound exciting to you? You might be the person we're looking for.

About you:

  • You are attentive to detail and meticulously organized

  • You're an experienced collaborator and a great communicator

  • You are a systems thinker

  • You know when to run with something on your own and when to ask for help

  • You are passionate about technology, customers, and operations; and you're ready to help us take teamwork to new heights

  • You are keen to be an individual contributor, but have the confidence to run cross project functional teams

In this role you will:

  • Run high-visibility, high-impact strategic programs (which range from technical delivery, analytics deep dives, customer insights, operational efficiency, and change management)

  • Work across the organization and company to drive outcomes, align with business owners and stakeholders, mitigate risk, and deliver value to our internal and external customers

  • Ensure your program team is a smoothly running engine, with healthy team collaboration, efficient program cadences, and effective stakeholder communication

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

  • 10+ years of relevant professional experience in program and portfolio management

  • Experience building strategy based on vision and goals, turning a strategy into executable plans, and driving high visibility and complex projects

  • An analytic rigor, drive to support decisions with data, and ability to make data digestible to varied audiences (big data, financial models, etc.)

  • Experience in diagnosing pain points for teams, moving them to good, and going the extra mile to ensure they are great

More about our team

You'll be joining a growing project delivery and analytics team located in multiple regions across the globe. We challenge each other constantly to improve our outcomes and ask challenging questions. We're direct, focused, and demand excellence, but there's laughter in every meeting because we thoroughly enjoy the work we do and the impact it has. We're constantly learning, adapting, and trying new ways. BBQ, tacos, and coffee are a few of our favorite things.

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

Software is changing the world, and we're at the center of it all. With a customer list that reads like a who's who in tech, and a highly disruptive business model, we're advancing the art of team collaboration with products like Jira Software, Confluence, Bitbucket, and Trello. Driven by honest values, an amazing culture, and consistent revenue growth, we're out to unleash the potential of every team. From Amsterdam and Austin to Sydney and San Francisco, we're looking for people who are powered by passion and eager to do the best work of their lives in a highly autonomous yet collaborative, no B.S. environment.

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.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager (MidMarket) Sales

Dropbox

Posted 3 days ago

VIEW JOBS 10/11/2019 12:00:00 AM 2020-01-09T00:00 Customer Success Manager (Mid-Market) - Sales Austin, TX Company Description Dropbox is the world's first smart workspace that helps people and teams focus on the work that matters. With more than 600 million registered users across 180 countries, we're on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has 12 offices around the world. Team Description Our Sales & Channel team shares Dropbox Business with enterprises around the world and helps them understand the power Dropbox offers to teams at scale. We're a collaborative and empathetic sales team, focused on understanding what businesses need to work better together. Role Description Dropbox's Customer Success Managers bring our customers a unique mix of technical and business insight to help accelerate deployment and adoption of Dropbox. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work, and as a result, growing Dropbox's renewal and upsell rates. As a Customer Success Manager, you be responsible for customer retention, manage renewals and support upsells for teams within companies that have >250 employees. Responsibilities As a Customer Success Manager, you will be a powerful advocate that solves problems and finds opportunities on behalf of the customer and Dropbox. The role is focused on driving active usage and business transformation with many accounts. The incumbent will have a demonstrable technical aptitude and a customer oriented approach. Ideally the CSM will possess ability to influence IT admins, end users and decision makers. They are tenacious, have a data driven approach to identify potential issues/risks and solve them before they arise. As a key driver for Dropbox's rapid growth in the Enterprise market the role will: * Drive license adoption and active usage within assigned mid market accounts * Ensure renewal for key accounts by driving deployment and adoption * Use data & analytics to target accounts for intervention and engagement * Generate opportunities for upsell and reference within key accounts * Be a trusted and knowledgeable advisor for customers' IT and business leadership * Build and maintain strong, long-lasting customer relationships * Coordinate, facilitate and operate across internal teams at Dropbox and external partners as the deployment & adoption lead for an account * Ensure timely and successful delivery of solutions according to customer needs and objectives * Communicate the progress of an account plan internally and externally * Forecast and track key deployment and adoption metrics * Analyze and evaluate customer challenges, demonstrating internal technical expertise in identifying optimal solutions for those customers with complex issues. * Develop an in-depth understanding of Dropbox licensing model and related customer entitlements * Partner with Account Executives and other Dropbox resources to deliver high-value customers' renewal/upsell strategy and respond to questions or needs * Track and manage all activity in Dropbox CRM systems * Work cross-functionally to develop required analytics tools, commercial approval paths, and process to support win-backs and renewal saves at scale * Identify and document common reasons for churn and partner with Dropbox User Support and Product / Engineering to ship solutions Requirements * 2-4+ years of enterprise software or SaaS Customer Success/account management or similar experience with a demonstrated track record of success * Customer Oriented Problem Solver. * Excellent written and verbal communication skills in English, validated through written, verbal and presentation delivery to audiences ranging from end users, help-desk professionals to Senior executives. * Self starter with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance * A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment * Familiarity with sales cycles in ambitious markets * Passionate about customer success and making life simpler with technology * Avid Dropbox user and a vocal technology evangelist * Project Management experience desirable * Strong technical acumen (past experience scripting, DB Queries) desirable * Clear and thoughtful communicator with exceptional critical thinking skills * Ability to sort through large volumes of data and drive to insight and action * Ability to contribute to building new processes and systems * Prior experience with CRM systems * Effectively collaborate and build rapport with Account Executives, Sales Leadership, Finance and key renewal stakeholders * Some travel will be required Benefits and Perks * 100% company paid individual medical, dental, & vision insurance coverage * 401k + company match * Market competitive total compensation package * Free Dropbox space for your friends and family * Wellness Reimbursement * Generous vacation policy * 10 company paid holidays * Volunteer time off * Company sponsored tech talks (technology and other relevant professional topics) Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland). Dropbox Austin TX

Senior Program Manager For Customer Support And Success

Atlassian