Support Services Manager

Job Description

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

What we're looking for:

You will be responsible for delivering critical situation management and critical account management services to assigned customers globally. Your position will have high visibility and interact with many groups internally and customers to help achieve an excellent level of customer service and satisfaction. You'll manage concurrent medium to large complex projects to ensure maximum utilization of customer purchased technology.

Job Description:

In your role as the Support Services Manager (SSM) you are a member of the Citrix Worldwide Technical Support team and will be responsible for delivering critical situation management and critical account management services to assigned Citrix customers globally.

Languages: German or French are highly desirable.

Primary Duties / Responsibilities

• Provides Critical Situation Management for our Priority Customers, managing their Severity 1 issues through to service restoration.
• Responsible for communication with key customers, the sales organization and key management staff on the status of support services and critical accounts within the assigned geography
• Creates reports and statuses to review with sales executives on their Services business and develops plans and activities that technical support can execute to assist customer and prospects
• Point of contact for the Sales organization for the Support organization
• Proactively addresses any issues impacting the effectiveness of Citrix service and customer perceptions of deficiencies with respective stakeholders.
• Provides team leadership and mentoring of other team members.
• Ensure timely, professional and effective communication with the customer and internal executives
• Manages the remediation process and technical resources by facilitating cross departmental collaboration, coordinates the end to end customer experience and owns the internal and external communications. Acts as customers and account team’s primary contact during critical situations
• Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution
• Develops and delivers executive communication to customer and Citrix sales executives on status of critical Service Requests.
• Designs, implements and supports processes with Product Management and Engineering regarding customer’s needs and experiences with Citrix’s products.
• Provides ongoing status updates to Team Lead and Management
• Escalates issues/risks quickly for mitigation
• Leads and participates in projects relating to the continuous improvement of Citrix support services.
• Rotation based 24x7 coverage - Must be available to work weekends and holidays on an on call or rostered shift basis 8AM-6PM GMT

Qualifications (Knowledge, Skills, Abilities)

• Business development and customer relationship management experience – large / complex enterprise, customer facing and executive level customer relationship and account management experience desired
• Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
• Proven experience managing customer escalations within a Technical Support environment
• Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
• Prior experience working for a global IT vendor in a similar role
• Knowledge of Software Development Lifecycle Management and software defect tracking
• Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
• Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
• Bachelor of Science or relevant experience
• PMP/PRINCE 2/Six Sigma certificate preferred; ITIL foundation certification desired
• Experience working with sales teams to identify potential issues before they escalate
• Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus. A solid Microsoft background is beneficial
• Proven experience leading formal customer meetings with all levels including C levels
• Exceptional communication skills (written and verbal)
• Able to work in rotational on-call environment 8AM-6PM GMT
• Ability to travel up to 25% of the time

What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at [email protected] for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.