Business Process Analyst, Sales Process and Systems

Overview

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.

Responsibilities

At Atlassian, we are on a mission to reinvent B2B selling. We know that classic high-pressure B2B sales tactics don't work anymore. We have built a billion dollar, fast-growing business without any of those tactics, based on high-quality products, free trials and an intense focus on customer satisfaction. Those happy customers convert to paying customers, creating a prolific "Flywheel" that has delivered 300,000+ customers to date. We believe that there is an opportunity to continue to improve and evolve this model with value-added engagements throughout the customer lifecycle, that will improve customer experiences, leading to higher conversions, accelerated expansion, and improved retention rates.

The RevOps Business Process Analyst is a is a senior-level individual contributor, with a proven track record of supporting complex, quote-to-cash (QTC) projects at Enterprise software companies. In this role you will work closely with Sales stakeholders including Customer Advocate and SMB sales to collect and prioritize requirements and enhancement requests, identify improvement opportunities, document business requirements, and support the delivery of our project portfolio in partnership with our IT teams and your business stakeholders.

What you’ll be doing:

• Study and learn the end-to-end processes employed by our Customer Advocate and SMB Sales teams. This is a unique organization with a hybrid profile spanning customer support, customer success, pre-sales, and post-sales support.

• Develop a strong understanding of all Atlassian entity’s business models and product offerings - our product portfolio is constantly evolving, and our Advocate teams are the first responders for our customers and partners to help them understand and manage that change.

• Work with cross-functional teams including Sales, Marketing, Channel, and Finance on your projects - your work cuts across the full customer lifecycle, so your stakeholders are diverse.

• Understand operational pain points and up/downstream teams to identify and resolve process pain points using process reengineering techniques and through system enhancements.

• Partner with our internal technology teams to support and deliver new capabilities and system improvements that increase the efficiency and effectiveness of our Advocates.

• Own requirements documentation including BRDs, process flows, DACIs, wireframes, or other assets used to capture business needs.

• Manage defects and enhancements including identification, resolution, and communication with business partners in the Sales organization by working closely with internal technology teams.

• Participate in user acceptance, smoke testing, and implementation activities.

• Create and deliver training and enablement content for projects you're managing.

Qualifications

• 5+ years of experience in Sales Operations, Sales Technology, or Customer Support/Success in an “analyst” position (business, process, systems, functional, etc.)

• Experience working in a high-growth, enterprise software company

• Experience with Direct sales ecosystem

• Experience with quote-to-cash (QTC) processes and systems, including quoting, order management, contracts, e-signature, and fulfillment processes

• Familiarity with different software subscription models, and cloud software sales models

• Some tools you may be using and supporting: Salesforce, Jira Software, Jira Service Management, Confluence, Intercom (chat), diagramming software (we have many)

• Experience with RPA tooling preferred but not required

• Bonus points for experience collaborating with internal Marketing teams to execute successful SMB Marketing campaigns

• Extra credit for experience with process automation tools like Camunda and Workato

• An ability to dive into details, but also step back and reframe a problem more strategically

• You have a passion for learning - new tools, processes, ways of working, etc. and are open to change and doing things in new ways.

• You are a self-starter and thrive in fast-changing environments where goals are often clear but tactics are not. Atlassian is a dynamic, fast-paced company, so adaptability and flexibility are a must.

• Analyt