Customer Success Enterprise Architect (Remote)

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 are looking to expand your career, enjoy solving complex problems facing the way the world works, and learn new skills. You have 5+ years of consulting field architect experience and are a top performer in your current role, which is ideally in the tech consulting space. You want to take on new and exciting challenges and grow your technical experience.

You are a technology curious person that want to grow your career and skills beyond what could ever be imagined.

Position Overview

The Customer Success Enterprise Architect (EA) is a thought leadership position in the newly formed Americas Customer Success organization led by Mark Sweeney. Enterprise Architects typically have 5-10 years of experience helping our most strategic customers in every vertical. CS EAs are responsible for all commercial aspects of Customer Success in the Americas GEO. This includes supporting CSDs and SRMs with achieving Services Bookings goals, driving complex Priority Plus deals, and aligning with CSM/CSE counterparts to ensure revenue retention for our subscription customers. The EA role is very dynamic – EAs are often asked to solve the toughest challenges our customer’s face, drive large Product deals in their assigned areas, and assist Product management in prioritizing roadmap items. EAs are often asked to participate in White Glove programs, Task Forces, Transformational Tower projects, and assist with Customer Council activities. The EA role is demanding but very flexible and rewarding.

Role Responsibilities

• Support assigned/mapped Customer Success Director (CSD) with all commercial aspects of Customer Success. This includes scoping large services projects/engagements and helping achieve Services Bookings targets.
• Provide guidance and oversight to all Priority Plus (P+) customers. Conduct Abbreviated Health Checks at these customers on an annual basis.
• The CS EA will have presales responsibilities and be directly integrated into the Americas Sales organization. The EA will also engage with the Value Engineering team at Citrix to drive strategic opportunities.
• Provide project level technical governance to engagements being executed in the Americas (with a focus on US COM & SMB in this case).
  • Customer Satisfaction
  • Mentoring/Coaching
  • Overall Project status and become a point of escalation
• Provide leadership and strategic guidance during the solution development process to ensure bridging of the gap between business problems faced by client and benefits available from company solutions and services. Translates customer requirements into operational strategies associated with each solution and offering to ensure client needs are met in a cost-effective and timely manner that matches Citrix Imperatives.
• Researches existing business environment including trends, best practices and company preferred architectural frameworks and alliances to ensure company services match business trends. Suggests appropriate upgrades or relevant solutions to enhance company competency in meeting changing business needs.
• Interfaces and participates in business development discussions across cross-functional Citrix teams and external to ensure consistency in solution development and implementation.
• Tightly integrate with the Citrix account team to learn the account, opportunity, and barriers to adoption and expansion.
• Promote adoption thru customer education, either by facilitating product roadmaps, technical training (non-formal to Citrix Education), and transformative events (such as desktop transformation).
• Meet regularly with the Product Management team to prioritize roadmap items or discuss RFEs.
• The CS EA has a 0% billable utilization target – primary KPIs include Product Influence, Services Bookings (owned by the CSD) & Services Attach, and Thought Leadership Contributions (Synergy/Summit presentations, blogs, Tech Zone articles, CUGC, etc.). The CS EA will be on VCIP.
• Travel is typically in the 30-60% range.

Basic Qualifications

• 5+ years of consulting field experience or equivalent Architect role.
• Strong technical breadth across Virtualization, Networking, Cloud and Mobility products/technologies.
• Requires deep knowledge of job area obtained through advanced education combined with experience.
• Viewed as having a specialty within discipline. May have broad knowledge of project management.
• Requires a University Degree or equivalent experience and minimum 8 years of prior relevant experience; or Master’s degree with 6 years; or PhD with 3 years of experience.
• CCIA or CCE-V certification from Citrix.
• MCSE certification from Microsoft.

Preferred Qualifications

• Strong technical background with a willingness to learn new technologies.
• Positive customer service attitude.
• Extensive track record implementing large, complex enterprise-class solutions using Citrix technologies.
• Demonstrated technical and delivery expertise to meet deadlines and create effective deliverables.
• Ability to pick up new technologies quickly and highly effective troubleshooting skills.
• Strong command of professional communication skills (written, oral).
• Effectively multitask between initiatives with minimal oversight.
• CISSP certification from ISC recommended.
• CCNA certification from Cisco recommended.
• PMP certification from PMI recommended.

*LI-AR1

#JD

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.