Matt Cerny

Cloud Enterprise Support Manager @ Atlassian | Masters in IT

Role: Cloud Enterprise Support Manager at Atlassian
Location: Dallas-Fort Worth, TX, US
LinkedIn followers: 500 followers

Information TechnologyView LinkedIn profile

About Matt Cerny

With over two decades of leadership experience, I currently serve as Cloud Enterprise…

Experience

Cloud Enterprise Support Manager
Atlassian
Jun 2022 — Present
Led a team of 8 Senior Support Engineers, while influencing operational performance across 40 engineers supporting enterprise cloud customers.•Managed 24/7 global support operations, focusing on exceeding goals for all of our SLAs•Maintained 98% CSAT by proactively addressing customer issues and aligning support workflows with engineering and product teams.•Developed an AI-driven process to flag negative customer sentiment in real time, enabling teams to tailor responses and reduce bounce-back friction.•Collaborated with Engineering to resolve systemic platform issues, ensuring scalable fixes for recurring enterprise-wide problems.•Trained and mentored newly hired support managers, providing onboarding and operational coaching to ensure leadership consistency across regions.•Provided regular 1:1 coaching and development support to engineers, driving growth in technical depth, customer impact, and leadership readiness.•Tools & Platforms: Jira, Confluence, Trello, Databricks Dashboards, Tableau

Skills

Loss Prevention
Networking
Sales Management
Team Building
Management
Team Leadership
Human Resources
Store Management
Computer Hardware
Retail
Operations Management
Customer Service
Performance Management
Succession Planning
Customer Satisfaction
Profit
Strategic Planning
Employee Relations
Merchandising
Inventory Management
Customer Experience
Technical Support
Microsoft Office

Contact information

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Work email
•••••@atlassian.com
Personal email
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Current company

Atlassian

Software Development · 10K employees · Founded 2002 · Level 6/341 George St, Sydney, NSW, 2000, AU

Atlassian powers the collaboration that helps teams accomplish what would otherwise be impossible alone. From space missions and motor racing to bugs in code and IT requests, no task is too large or too small with the right team, the right tools, and the right practices. Over 300,000 global companies and 80% of the Fortune 500 rely on Atlassian’s software, like Jira, Confluence, Loom, and Trello, to help their teams work better together and deliver quality results on time. With our 300,000+ customers and team of 10,000+ Atlassians, we are building the next generation of team collaboration and productivity software. We believe the power of teams has the potential to change the world — one that is more open, authentic, and inclusive.

atlassian.com

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