Technical Relationship Manager
Citrix Systems - Redmond, WA

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Citrix is currently looking to hire highly motivated technical people to help support and maintain our largest enterprise customers. The Technical Relationship Manager (TRM) position focuses on providing technical support, building, and maintaining relationships between CITRIX Technical Support and remote customers. The TRM has high visibility and interacts with many groups (including Product Management, Engineering, Sales, more) within CITRIX and the customer to help achieve an excellent level of customer service and satisfaction. The position builds a solid foundation and extends the relationship between CITRIX and customers utilizing CITRIX products with the major focus on Technical Support Services. The TRM is also valued as a single point of contact and the ‘face of Citrix’ to their unique customers. This position may be located at headquarters or an assigned field location. Locations can be throughout the United States and Canada, including Fort Lauderdale/Miami, Atlanta, New York City, Boston, Seattle, Dallas, Toronto. Bilingual Spanish is a plus. Primary Accountabilities: Facilitate Technical Support:
Position Summary:

  • Manage Technical Support requests
  • Ensure responsive and timely resolution to all customer incidents
  • Monitor backlog of open cases for assigned customers, provide periodic status reports
  • Oversee progress of technical support staff, escalation team, and engineering team in addressing customer issues, function as point-of-contact for issue management
  • Provide proactive technical suggestions to the customer’s computing environment
  • Analyze the ongoing relationship between Citrix and the customer, and then decide when actions need to be taken to enhance or repair this relationship
Effective Account Management:

  • Provide Customer feedback and potential opportunities to relevant internal Citrix groups
  • Provide enhancement request details to product specialists for Product Action Team review
  • Obtain and maintain customer computing environment profiles
  • Understand and participate in customer IS/IT plans and suggest future implementations
  • Monitor contract expiration dates and engage sales resources to facilitate contract renewals
  • Coordination with Technical Support Management
  • Provide suggestions on improving customer satisfaction and relationships o Immediate communication on sensitive issues that may impact relationship with customer
  • Willingness to travel, as needed, to customer sites for technical support purposes
  • Provide periodic status reports on activities
  • Effectively articulate TRM role under available support offerings
  • Visit each customer twice during their contract year (or provide alternative engagements that are approved by the customer)
Proactive Services:

  • Provide information regarding training, seminars, and upcoming events
  • Effectively articulate on features and benefits of product releases and Citrix Consulting Services
  • Facilitate company technical information, white papers, and latest updates
  • Periodic customer review sessions regarding technical support status and issues
  • Provide account information to the sales teams (ERMs and SEs) on a periodic basis – usually weekly.
  • Participate in Technical Webinars as needed
  • Mentor and train associates Non-Client Related Activities
  • Participate in cross team projects
  • Effectively represent the TRM and Support teams
  • Effectively mentor and coach TRMs in proper methodology, best practices, technology and general
Qualifications and Requirements
TRM Skills:

  • Must have excellent interpersonal skills.
  • Must possess excellent problem solving and communication skills
  • Must be flexible, dependable and have excellent time management skills.
  • Able to understand and work with complex technical issues.
  • Must have a solid knowledge of the latest PC, Desktop virtualization, Server virtualization, Provisioning services, and Networking technologies, and a strong understanding of major operating systems such as Microsoft Windows and UNIX. MCSE and Cisco certification are desirable.
TRM Entrance Qualifications:

  • Position requires a BS in Computer Science or equivalent experience in systems and/or network administration
  • Must exemplify effective customer service attitude
  • At least one year of advanced technical support experience with Citrix products or equivalent
  • Experience dealing with large customers and complex support issues
  • Must possess CCA for XenApp, XenDesktop, or XenServer or obtain this certification within 1 month of hire
  • Able to travel as required
Customer Service:

  • Effective and professional verbal and written communication skills
  • Professional telephone demeanor and effective time management skills
  • Ability to handle difficult conversations with tact and effectiveness
  • Demonstrated ability to multi-task and maintain appropriate priorities for issues being worked
  • Proven ability to thoroughly document support cases via CRM applications and measured through case reviews
Technical Entrance Qualifications:

  • Ability to fully install and configure Citrix Delivery Center products and accompanying features (XenApp, XenDesktop, XenServer, Access Gateway)
  • Install and configure clients/plug-ins across products
  • Knowledge of IMA functionality, XML services, printer functionality, streaming, client/receivers/plug-ins, Web Interface, virtualization, command-line debugging
  • Knowledge of product licensing, activation procedures, and determination of license validity
  • Working knowledge of EdgeSight and its function within a customer environment
  • Networking Architecture WAN – TCP/IP
  • MCSE Certification desirable
We offer our employees competitive compensation and a comprehensive benefits package
Citrix is an equal opportunity employer

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Citrix Systems takes connectivity to the next level. The company makes network access devices and software designed to enable PCs, IP...