Citrix Systems Inc. Technical Account Manager - Networking in United States

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!

Location:

Dublin

Requisition:

R14719 Technical Account Manager - Networking (Open)

Job Posting Title:

Technical Account Manager - Networking

Job Description:

Technical Account Manager - Networking As a Technical Account Manager (TAM) you will be responsible for providing account management from a technical perspective across the EMEA region. You are expected to provide high level technical support on the application networking products (Netscaler, Access Gateway, Branch Repeater,) delivering a highly technical, fast response for Enterprise level customers. Primary languages are English and German. You are expected to represent the customer within Citrix ensuring they adopt our technology and are up to date on the latest releases and roadmaps.

Primary Duties / Responsibilities

  • Provide proactive technical support and account management to high profile networking accounts within Citrix working complicated issues through to resolution.

  • Be a point of escalation for incidents that require urgent action, and head off potential problems which you foresee with proactive support.

  • Work closely with the support team by replicating customer issues and researching problems to the required SLA’s.

  • Document and record all activity with the account from a technical perspective, communicate within the business to other stakeholders such as engineering, sales, TSG or operations when required.

  • Provide support within the SLA’s provided and adhering to the department’s best practices.

  • Provide quarterly site visits to maintain relationships with your accounts. (Maybe more or less frequent based on their requirements)

  • Fulfill the role of Subject Matter Expert (SME) for the customer in relation to the relevant Citrix products and advice on best practices relating to the customers environment.

  • Provide enhancement request details to product specialists based on Customer requirements

  • Obtain and maintain a detailed understanding of the customer environment

  • Monitor contract expiration dates and engage sales resources to facilitate contract renewals

  • Keep customer contact list up to date to ensure that the relevant contacts are receiving the value information that the TAM will provide

  • Immediate communication on sensitive issues that may impact relationship with customer

  • Monitor backlog of open cases for assigned customers, provide periodic status reports in accordance with agreed SLA’s

Qualifications and Requirements:

  • Independent problem solving skills

  • Ability, initiative and accountability to execute broad assignments requiring minimal direction Solid professional communication skills

  • Excellent organizational and planning skills

Requirements (Education, Certification, Training, and Experience)

  • Fluent in English and German

  • Degree level education (Computer Science) or equivalent experience

  • Experience as Consultant or providing Technical Support within a customer facing environment.

  • A good working knowledge of the administration features of Microsoft and UNIX/Linux operating systems.

  • In-depth understanding of network-related technologies and concepts such as Web (HTTP, session tracking), encryption (SSL/TLS, certificates), encapsulation (VPN), transport (TCP, flow control, buffering, UDP), network (IP, ARP, DNS), Ethernet (VLANs, LACP, VRRP).

Functional Area:

Technical Relationship Management (TRM)

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 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 taoperations@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.

Citrix (NASDAQ:CTXS) is leading the transition to software-defining the workplace, uniting virtualization, mobility management, networking and SaaS solutions to enable new ways for businesses and people to work better. Citrix solutions power business mobility through secure, mobile workspaces that provide people with instant access to apps, desktops, data and communications on any device, over any network and cloud. With annual revenue in 2014 of $3.14 billion, Citrix solutions are in use at more than 330,000 organizations and by over 100 million users globally. Learn more at www.citrix.com.