Support Services Manager

At Citrix, we focus on a single driving principle: making the world’s apps and data secure and easy to access. Anywhere. At any time. And on any device or network. We believe that technology should be a great liberator. Freeing organizations to push the limits of productivity and innovation. Empowering people to work anywhere and at anytime. And giving IT the peace of mind that critical systems will always be accessible and secure.

The Support Services Manager (SSM) is a member of the Citrix Technical Support team and is responsible for delivering critical situation management and critical account management services to assigned Citrix customers globally.

* Works with the technical specialists to manage the escalation and resolution of problems and incidents. * 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. * Insure timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives. * Acts as customers and account team’s primary “Services” contact during critical situations. * Initiates and facilitates the discussion with customer and respective resolution stakeholders (Tech Support, Engineering, LCM, PM, CCS etc) during critical issues. * Proactively address any issues impacting the effectiveness of Citrix service and customer perceptions of deficiencies with respective stakeholders. * Insure highest customer satisfaction with Citrix products and Services * Lead and participate in projects relating to the continuous improvement of Citrix support services.

* Bachelor of Science from accredited university. * 8+ years technical support service experience, ideally with an enterprise software or hardware technology vendor. * ITIL foundation trained. * Experience working in an IT operations / service delivery team * Very strong communication skills including business-level written and spoken English. * Customer relationship management experience. * Ability to facilitate and harness cross-team collaboration working with teams in person and virtually. * Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs. * Knowledge of Software Development Lifecycle Management and software defect tracking. * Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus. A solid Microsoft background is beneficial. * Enthusiastic, personable and flexible. * Pleasant and assertive personality. * Ability to keep calm and cool during critical situations and skilled in handling tough situations with ease. * Demonstrates the ability to develop strong relationships with multiple levels of customer management and has attained a working knowledge in support of their business objectives in relation to the delivery of secure applications and data * Excellent ability to write clear and concise reports for customers, following customer situations/incidents (Incident reports and RCA) * Excellent ability to lead customer/Citrix meetings and ability to set agendas. * Excellent project management and organizational skills * Maintains a professional appearance and manner, especially when dealing with customers. * Must be able to travel for business reasons, such as visiting customer sites and attending training, as needed. * May be required to work early, late or weekend shifts.