Dan Rourke

About Dan Rourke

My name is Dan Rourke, and I am a high-impact customer support leader. I offer more than 20 years of experience in delivering technical support and customer success in software and high-tech industries. I am committed to company-wide profit building, intelligent resource scaling, and delivering world-class customer support in collaboration with C-suite executives and senior management across functional teams.Some of my greatest strengths include building and fostering long-term client partnerships, retaining and building account value, and orchestrating streamlined product delivery in complex, fast-paced environments. Recognized as a pragmatic leader, problem solver, and change agent; I am well-versed in leading cross-functional teams, and effectively communicating with senior-level executives and key stakeholders. I leverage the ability to recruit, train and successfully manage strong, passionate team members to build vibrant sustaining organizations that can grow with the business. CORE COMPETENCIES Leading Edge Customer Support Strategic Insight Enterprise-Level Solutions New/Emerging Technologies SaaS Continuous Process Improvement Organizational Development and Redesign Project/Portfolio Management Team Building, Mentoring & Leadership Metrics Driven Action

Experience

1. Group Manager - Smb Itsm Support

   Atlassian

   Jan 2022 — Present · Austin, TX, US

   Innovating Support Operations with AI & Driving Global ExcellenceMy time at Atlassian has been focused on transforming support operations through strategic growth and innovation- Pioneered AI Integration: Led the successful rollout of the first customer-facing AI deflection solution at Atlassian. Our team\'s hands-on experience and operational feedback were critical in shaping the company’s internal and external AI strategy- Achieved Operational Excellence: Established a rigorous operational cadence for global ITSM SMB support, enabling us to consistently meet ambitious KPIs and maintain exceptional customer feedback scores- Fostered a Culture of Innovation: Guided the AMER team through significant growth and change, building a reputation for being Atlassian\'s most innovative and adaptable support group- Built a High-Performing Team: Maintained high employee retention and engagement through a focus on transparency and core values, resulting in an experienced team capable of navigating complex business challenges.

Education

• University of Notre Dame

  BSci, Mathematics

  1975 — 1979

Skills

• Enterprise Software
• Mobile Devices
• Saas
• Entrepreneurship
• Program Management
• Cloud Computing
• Cross-Functional Team Leadership
• Software Development
• Professional Services
• Strategy
• Start-Ups
• Project Management
• Business Strategy
• Strategic Planning
• Leadership
• Eda
• Leadership Development
• Management
• Training
• IT Strategy
• Business Development
• Contract Negotiation
• Change Management
• Process Improvement
• Operations Management
• Business Analysis
• Product Management
• Integration
• Analytics
• Business Planning
• Software Project Management
• Agile Methodologies
• Crm
• Software as a Service (Saas)
• Customer Relationship Management (Crm)
• Business Process Improvement