Enterprise Deal Operations Team Lead, Scaled Deal Support (EMEA/APAC)

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 organisation. As the Enterprise Deal Operations Team Lead, Scaled Deal Support, you will report to the Senior Enterprise Deal Operations Manager in EMEA. You will lead a new global team of Enterprise Deal Associates who provide exceptional front-line customer service and are responsible for managing low-complexity QTC (quote-to-cash) requests. If you have experience empathising with customers, finding solutions to their problems, getting to the bottom of issues, and working collaboratively with others (Play(ing), as a Team), then the Scaled Deal Support team is the perfect fit for you!

• Build and manage a global team of Enterprise Deal Associates responsible for managing the highest margin/volume transactions for Atlassian
• Partner with Enterprise Deal Operations team members, including Enterprise Deal Managers, Team Leads, and Managers to streamline scope and understand areas of growth and improvement for this new Enterprise Deal Scaled Team
• Use a strong background in B2B or B2C customer service, including high-volume email help desk and phone support to provide excellent customer support
• Expertly voice your opinion to make things better and seek feedback
• Support customers with billing, invoicing, and licensing questions and handle customer escalations
• Build strong relationships with Account Executives and customers, and work collaboratively to provide and revise quotes that drive customer satisfaction
• You possess a heart for and passion to provide outstanding customer service through various platforms and collaborate with teams across multiple geos
• Improve support experience for Enterprise Deal Managers and customers by using feedback to enhance internal processes and automation

• BS/BA in Business, Finance/Accounting, Economics, or a related discipline.
• Minimum 3+ years of experience in any of the following: Knowledge Management, Deal Desk, Order Management, Sales Contract Support, Deal Management, Sales Quoting Support, or Revenue Operations.
• At least one year in a people management role in an operations function.
• Ownership for resolving sales cycle issues related to quoting, document control, document assembly, signatures, and provisioning.
• Must have a working knowledge of Confluence and sales service desk tools.
• Customer service background and experience balancing many support requests simultaneously.
• Must be willing to join video chats daily to support stakeholders, peers, management, customers, and partners.

Additional Qualifications

• Must have a working knowledge of Salesforce.
• Familiar with order management practices and processes.
• Proficient in Excel, including manually creating ad hoc formulas to calculate contract pricing.

Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
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 .