Support Services Manager

Req ID: POS-49356

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Support Services Manager

  • 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

Job Description:

The Support Services Manager (SSM) is a member of the Cloud Software Group Worldwide Customer Success Organization and is responsible for delivering critical situation management and critical account management services to assigned Citrix customers globally. This position has high visibility and interacts with many groups internally and customers to help achieve an excellent level of customer service and satisfaction. Manages concurrent medium to large complex projects to ensure maximum utilization of customer purchased technology.

Primary Duties / Responsibilities

  • 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
  • Proactively addresses any issues impacting the effectiveness of CSG 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
  • Works with the technical specialists to manage the escalation and resolution of problems and incidents.
  • Rotation based 24x7 coverage - Must be available to work weekends and holidays on an on call or rostered shift basis.
  • Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
  • 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 internal stakeholders on status of critical Service Requests.
  • 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


Qualifications (Knowledge, Skills, Abilities)

  • 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 and/or 8+ years of relevant experience
  • Project management experience with proven methodologies
  • Industry certifications (PMP, ITIL, Six Sigma) preferred
  • 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)
  • Six Sigma Green Belt certification is a plus
  • Able to work in rotational on-call environment
  • Ability to travel up to 10% of the time

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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