EDO Manager

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
This is a remote position. To help our teams work together effectively, this role requires you to be located in The Philippines. At Atlassian, we are on a mission to help our customers compete and win in the modern, digital economy. We have built a multi-billion-dollar, fast-growing software business with over 300,000 paying customers, hundreds of sales and implementation partners, and millions of users around the globe. Our culture is open, welcoming, collaborative, and passionately focused on our customers' success.
This is a people management role in our revenue operations organization. As the EDO Manager, Global App Commercial Desk you will report to the Sr. Manager, EDO APAC. You will lead a team of App Commercial Desk Specialists across 3 timezones, supporting the "high touch" enterprise sales teams and external marketplace vendors.
In this role, you will work directly with our marketplace partners and provide support to our internal stakeholders. The Global App Commercial Desk Manager leads a team responsible for execution of operational processes in support of Atlassian's sales organization globally as a shared service.
In this role, you'll get to

• Be the Global Business Owner for the App Commercial Desk strategy and vision
• Oversee day-to-day team activity and performance as a hands-on people manager
• Ensure team of App Desk Sales specialists are achieving and exceeding internal KPIs
• Serve as the point of contact supporting Enterprise Advocates, Loyalty Advocates and Marketplace Partners with app questions during the sales cycle.
• Define, establish, measure, and report on metrics to analyze the internal efficiency, including SLAs and support volumes
• Work cross-functionally with other teams including Enterprise Deal Management, Marketplace Operations, Ecosystems and other groups to support the sales cycle.
• Partner with content managers and business process analysts for the creation and maintenance of the process documentation for the App Commercial Desk.
• Handle internal escalations in a timely manner and expedite resolution of problems as they arise
• Maintain operational reporting and delivery of executive updates
• Training and onboarding of new App Desk Sales Specialists.
• Drive ongoing improvement of related processes and systems
• Partner with Business Systems Analysts on projects to identify repeatable data entry processes suitable for automation

More about you

• Minimum 3 years relevant experience in a Supervisory/ Management role.
• BS/BA in Business, Finance/Accounting, Economics, or a related discipline.
• Highly proficient with Excel, including creating ad hoc formulas.
• Must have a working knowledge of sales service desk tools.
• Must have quoting/billing/vendor management background in a B2B or B2C setting
• Strong interpersonal skills and the ability to work/influence across organizational boundaries
• Excellent oral and written communication, interpersonal and analytical skills, and capable of explaining complex concepts
• Must have the ability and willingness to join video chats daily to support stakeholders, peers, management, customers, and partners.
• Demonstrated ability to problem solve in complex situations with minimal guidance
• Demonstrable evidence of work accountability
• Team player

It would be great if you also have..

• Used Atlassian products
• Experience with SOX Controls or in a controls environment
• Experience in the enterprise software industry
• Proficiency in using Salesforce or other similar tools

More about our team
Our mission is to support the global field sales teams and external Marketplace vendors with urgency, transparency, and accuracy. We're passionate about helping them scale and achieve their goals because their success is our success.
Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
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 provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .