Sr. Business Analyst

Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Job description

As the Sr. Business Analyst focused on Customer Success for Atlassian Customer Success and Innovation (CSI), you will own the measurements, data collection, reporting, and insights, that inform leadership and shape our strategy. You will be deep in our teams’ delivery data and operating models to uncover and deliver insights, support strategic planning and investments, as well as continuous improvement across our day-to-day execution. Our teams drive success in the largest customer accounts from pre-sales through long-term relationships and success management. This role is a critical business partner for our global leadership as we continue to innovate the future of work at Atlassian and our customers.

Day to Day Responsibilities:

• Collaborate with our customer data teams, customer advocacy and customer facing teams, to build a data-driven understanding of our customer behavior, trends and opportunities.
• Provide stakeholders with insights on the customer success metrics driving or impacting our business.
• Engage with global CSI leadership to identify reporting, systems, and process needs.
• Leverage Gainsight to understand and develop customer insights. Work with Gainsight team to identify data needs and opportunities.
• Operationalize data best practices across systems to drive efficiency at scale.
• Proactively identify gaps or areas for improvement for service delivery or revenue streams across teams.
• Continuously partner with stakeholders across other operational teams building trusted partnerships and integrating data views to a holistic view of the business and customers.
• Make data-informed decisions and define key metrics to measure progress on operations initiatives.

On your first day, we’ll expect you to have:

• 10+ years of Data reporting and analysis for technical success or professional services teams or a similar background in financial and operational modeling
• Consultative approach to continuous improvement up and down the organization with an ability to communicate data into relevant insights for leaders.
• A data-driven approach to surfacing delivery risks, gaps, and opportunities for automation and improvements in efficiency
• Expert-level skills in building detailed capacity and utilization models leveraging SQL.
• Strong understanding of statistical analysis, scenario, and variable-based models to forecast and compare assumptions and conditions on the business.
• Deep understanding of professional services business models or customer success monetization
• Understanding of developing business models for new monetization streams and the accompanying organizational design.
• Ability to package data into relevant insight: You’ll be expected to build best-in-class, real-time dashboards that combine data sources to a single relatable view.
• Deep experience with CRM data (Gainsight), Data lakes, BI tooling (e.g., Tableau, GoodData, Wave), and SFDC.
• Ability to switch from strategic thinking to relentless execution
• Strong ability to collaborate remotely with other team members and stakeholders in a high-velocity environment

Our perks & benefits

To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

About Atlassian

The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we’re motivated by a common goal: to unleash the potential of every team .

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 learn more about our culture and hiring process, explore our Candidate Resource Hub .