Lead a support team to enhance partner experience at Atlassian, managing escalations, onboarding specialists, and creating effective processes.
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.
We are looking for a dynamic Partner Escalation Desk Manager, this reports to the Head of Partner Experience and will lead a team based out of Manila, Philippines. You will play a pivotal role building a new functional team to support our expanding partner ecosystem. This is a unique opportunity for an individual to help build, manage and measure a support team purposely created to drive a better partner experience. In this role you will be responsible for standing up a team of escalation specialists delivering 24x7 support to a cohort of partners. Provide support by answering questions, responding to tickets, keep track of outstanding questions or issues and help them navigate our commerce platform.
You work closely together with partner managers and other internal Atlassian stakeholders, including our support, channel, and operation teams. We play as a Team and care deeply about the success of our partners and customers, you will have a key role to support meeting our partners expectations.
In this role, you'll get to
Qualifications
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 .
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.
We are looking for a dynamic Partner Escalation Desk Manager, this reports to the Head of Partner Experience and will lead a team based out of Manila, Philippines. You will play a pivotal role building a new functional team to support our expanding partner ecosystem. This is a unique opportunity for an individual to help build, manage and measure a support team purposely created to drive a better partner experience. In this role you will be responsible for standing up a team of escalation specialists delivering 24x7 support to a cohort of partners. Provide support by answering questions, responding to tickets, keep track of outstanding questions or issues and help them navigate our commerce platform.
You work closely together with partner managers and other internal Atlassian stakeholders, including our support, channel, and operation teams. We play as a Team and care deeply about the success of our partners and customers, you will have a key role to support meeting our partners expectations.
In this role, you'll get to
- Add significant value to our internal channel teams (removing administrative burden & blockers ) and external channel partners (ease of doing business & faster SLAs)
- Create partner escalation model and processes; knowledge base, 24/7 coverage model, dashboards and key metrics.
- Work with cross functional support/service teams to align and drive a best in class partner experience.
- Define and drive onboarding of new escalation specialist
Qualifications
- Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, or related field AND experience in consulting, project management, partner engagement & relationship management, analytics, or partner feedback and intelligence program management
- OR equivalent experience.
- 5+ years proven experience in the channel. Ideally channel operations, programs and/or experience, with a track record of successfully leading projects and change.
- 2+ years leading, supporting, and implementing change initiatives in channel ecosystem.
- Strong organizational and communication skills
- Detail oriented with the ability to manage multiple projects a time.
- Strategic collaborator; work cross functionally with internal and external stakeholders.
- BONUS - Experience working for a reseller or distributor.
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 .
Top Skills
Business Analytics
Computer Science
Data Science
Information Technology
Marketing
Sales
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