[Atlassian] Regional Support Manager - Amsterdam

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Regional Support Manager - Amsterdam
Location:	Amsterdam
Job Code:	QHP-655
# of openings:	1
Description
Imagine a role where...  You are a leader in a fast growing software company with over 38,000 customers including 85 of the Fortune 100 You are part of a core leadership team in EMEA reporting to the Director of Customer Support and Renewals EMEA You have the ability to lead Atlassian's support team in Amsterdam and shape our support strategy for our EMEA customers You are empowered to develop and coach a fast growing Amsterdam support team to deliver their best work and ensure our customers can do awesome things with our products You will play a key role in developing our customer programs worldwide and taking our offerings to world class levels Position Summary We are looking for a passionate Regional Support Manager to manage and grow our support team in Amsterdam. This team is responsible for delivering a technical support service that is above and beyond the expectations of our customers.  You will be a successful leader with proven ability to build, motivate and scale strong operational technical teams.  You will have a strong ability to communicate and influence support engineers to deliver their best work and ensure our customer can do awesome things with our products. You will have experience driving a methodical and process oriented environment with a relentless passion for quality and customer service. You will be responsible for the strategic direction and operational strategies of the Amsterdam support team. What you'll do: As Regional Support Manager - Amsterdam, your mission will be to Lead and manage a growing Amsterdam support team of around 20 people (expected to double of the the next 1-2 years) Develop, lead and motivate support team leads and managers to reach their potential within the support organisation Foster an environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery Develop, maintain, improve and standardise various support processes, procedures and systems in cooperation with relevant stakeholders Build and foster a "customer first" culture Provide expert knowledge of operational support models Work with DevTools Support Manager and DevTools engineering and product management to develop a global strategy to scale and resource the DevTools support team Within the rapidly growing Amsterdam office, hire and develop a high calibre Amsterdam support team that is the envy of all the geos Meet regularly with other regional managers to share and develop strategies Develop a proactive self help based approach to support customers through active sharing of knowledge You would be perfect fit if... You have strong previous experience in global or European support operations serving large numbers of customers (35k and growing) You have leadership experience managing technical teams of 20-40 people to meet and exceed operational performance goals You have the confidence and humility to understand and appreciate the Atlassian business model and values and to merge that with your experience with EMEA customers and support offerings You can demonstrate success in cross functional influence and driving change in a matrices environment  You are experienced with interpreting data analytics to derive insight and drive customer value You are passionate about the customer and delivering disciplined improvements You have experience leading teams through other leaders You have the ability to attract, hire and retain high-performing support professionals You have a track record of making those around you great You don't wait for deadlines, you create them You wake up in the middle of the night thinking about how to improve an inefficient process Your Dream Job? You will join our customer support and renewals department (known as the Customers for Life team) at a really exciting time. Atlassian is growing rapidly year on year and we want to scale intelligently and do it fast. This is an opportunity to play a major role in achieving that goal. Atlassian is a terrific place to work. Great products and a fantastic reputation in business and tech have brought in over 38,000 enterprise customers globally, including Audi, BT and Société Générale. With offices in 10 locations including Sydney, San Francisco and Amsterdam, we are growing fast and are full of opportunities. We are building a different kind of software company: one that listens to client needs, values innovation and solves customer problems with brilliant simplicity. You'll have a direct impact on millions of users, 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.  We live our values and we value our people. You will work in a beautiful office on the Amsterdam canals filled with lots of natural light and a customized, ergonomic work station. Our culture is vibrant and unique; our office is open, collaborative and playful. Maybe you'd like to go to the onsite gym, get your bike tuned up for free, take a yoga class or if hunger strikes, head to the kitchen for drinks, fresh fruit, snacks and more. We know that people work harder when they play hard too, so it's your choice how you'll make Atlassian a great place for you to work. Check out a short video created by Atlassian staff on our values as well as this video on Atlassian customer support. Also, look through our website to find out more about life at Atlassian.

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