Manager, Technical Account Management

Req ID: POS-49447

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Manager, Technical Account Management

  • Ft. Lauderdale, Florida, United States

About Cloud Software Group

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done – from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks.  Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

About This Team

Are you an experienced Manager with 8+ years of experience leading Professional Services or Customer Success teams? Do you have 3+ years of experience leading technical teams in a fast-paced environment?

Then the Manager, Customer Success position may align with your next career move.

This team serves as advocates within Citrix ensuring that their customers gain value from their investment, adopt our technology, and are kept informed on the latest releases and roadmaps. The team provides coordination of resources from consulting, sales, support, and product teams to ensure the account is receiving the highest level of proactive support within the industry.

You will report to the Senior Director, Customer Success, and you will provide consistent leadership, align appropriate resources to support the needs of the customers within your area of responsibility, and work to achieve operational targets.

Key Responsibilities:

  • Lead and manage a team of Technical Account Managers.

  • Act as a point of escalation for incidents that require urgent action, and head off potential problems by proactively working with Technical Account Managers & Priority Customer Success Managers.

  • Manage the delivery of Customer Success commitments to customers and ensure an overall high level of customer satisfaction across Support services.

  • Establish clear and open lines of communication with our enterprise customers and implement an appropriate account governance model.

  • Drive Adoption of Citrix Products and Cloud Services.

  • Manage and monitor the renewals of all accounts within your assigned area while aligning with the sales team to support net-new growth opportunities.

  • Visit accounts as needed to ensure renewals are secured and gain feedback on the service offering.

  • Ensure team members are documenting and recording all activity and communication with customers over telephone and email according to departmental standards.

  • Hire, develop, mentor, and train our employees to ensure their success and satisfaction.

  • Drive standardization and evolution of best practices and SOPs (Standard Operating Procedures) for premium support services delivery, resulting in consistency and high level of customer satisfaction.

Basic Qualifications:

  • Bachelor’s degree from an accredited 4-year institution

  • 8+ years of professional services  or Technical Account Management experience, with specific focus in Information Technology

  • 3+ years of experience managing technical teams

  • 6+ years of customer relationship management experience – large/complex enterprise, customer-facing, and executive-level customer relationship and account management experience desired.

  • Previous work experience in a SaaS company supporting and driving cloud adoption, renewal and expansion.

  • Ability to travel up to 25%

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 ASKHR@citrix.com 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.

 

Cloud Software Group 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.

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