[Atlassian] Product Enablement

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Product Enablement
Location:	Sydney
Job Code:	QHP-528
# of openings:	1
Description
Picture yourself... Playing a pivotal role in exponentially scaling Atlassian's legendary service Being the super glue between product management, development and customer facing teams to form a strong, collaborative partnership Being the customer facing team's champion Inspiring and influencing development throughout the software lifecycle to drive product improvements We're looking for a passionate individual with previous experience as a support/service engineer or product manager to join our team at an exciting time! Atlassian is growing 30+% year on year and we want to scale smart and do it fast. The Support Projects team is a global team (spread across Sydney, Amsterdam, San Francisco) comprised of bright individuals who have a diverse set of skills and love of what they do. What you'll do: Be a point of contact and conduit for product teams and customer facing teams Develop and present a roadmap of product experience improvements to development and product management. Dig beyond data to provide actionable recommendations. Work with Product Managers and Development Managers to schedule features/critical bugs/improvements to improve the customer experience of our products Review new features from a customer experience perspective throughout the development lifecycle Organise release readiness process for customer facing teams Identify, develop and own projects to improve the supportability of our products Main KPIs will include: Reducing customer contact rates Increasing word of mouth Satisfaction feedback from development, product management and service teams Responsibilities will include: Ensuring an awesome experience for customers through owning and driving proactive improvement projects You will build a frictionless customer experience through running projects that improve our products and services Ensuring customer focus and supportability throughout the product development lifecycle You will work alongside Product Managers and Development Managers during product planning to ensure that products are intuitive (prevent issues) and that supportability issues (top drivers of support) are being addressed by gathering the feedback from customer facing teams and championing their cause Ensuring the global service teams are prepared to deliver and support products You will ensure that the teams are ready for any new releases, with a deep understanding of the improvements and potential problems Key Skills: Ability to understand overall product strategy and make decisions. Know when to push, when to back off and when to compromise. Influence engineering and service teams Negotiate with key stakeholders throughout Atlassian Ability to effectively analyse data, translate into useful information, and make concise recommendations. Effective communicator and collaborator 1:1 and 1:many; a natural born networker Technical knowledge (ideally of Atlassian products) Ability to drive initiatives to completion Deep understanding of Support and Services Experience with agile project methodologies (Scrum, Kanban)

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