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Description

technical relationship managers
location
ireland, dublin
req # 11957
functional area
technical support
preferred experience
not indicated
preferred education
not indicated
position summary
technical relationship manager
about citrix
citrix systems, inc.
. at least two years experience within citrix techincal supoprt.arrange for assigned citrix se to attend cusotmer site and proivde techincal briefing sessions on subjects relevant and of benefit to the customer
. 000 companies worldwide in more than 100 countries, citrix partners with over 10.coordination with techincal support management
. work as part of the emea trm team on a daily basis providing suggetsions and help to colleagues technical questions
. provide customer feedback and potential opportunities to relevant internal citrix groups
. periodic customer review sessions regarding technical support status and issues
. ensure responsive and timely resolution to all customer incidents
. monitor contract expiration dates and engage sales resources to facilitate contract renewals
. monitor backlog of open caess for assigned customers, provide periodic status reprots in accordance with agreed sla\'s
. along with novell and cisco certification,
. mcse certification is desirable.provide periodic status reports on activities
proactive services
.
requirements:
. annual revenue in 2010 was $1.9 billion
position summary:
this position focuses on building and maintaining a communication channel between citrix technical support and customers with citrix enterprise level support contracts, founded in 1989.
. solid knowledge of the laetst pc and networking technologies, and a strong understanding of major operating systems such as novell, unix and microsoft windows nt/2000/2003.
. ability to understand and work with complex technical issues. excellent problem solving and communication skills, both verbal and written.
. the candidate must have previous knowledge of citrix products (ccea is a distinct advantage).immediate communication on sensitive issues that may impact relationship with customer
.
. facilitate comapny technical inforamtion, whtie paeprs and latest updtaes
. in prorgess and clsoed for that monthqualfiications and requierments
qualifciations:
, comiple and send monhtly reports on technical support cases, opneed.provide proatcive technical suggestions to the customer\'s comptuing envirnoment
. funtcion as ponit-of-conatct for issue management
, oversee progress of technical support staff, and engineering team in addressing customer issues, escalation team.delivering applications as an on-demand service to any user, our citrix delivery centert, in any location on any device, citrix cloud centert (c3) and citrix online services product families radically simplify computing for millions of users.position requires a bs in computer science or equivalent experience in systems and/or network administration.attend service review meetings
. dependable and have excellent time management skills,
. flexible.this channel will enhance satisfaction of customers utilizing citrix products in conjunction with technical support services.provide weekly e-mails containing details of relevant public citrix knowledge base articles which have been released in the past week.manage technical support requests
. seminars and upcoming events
, provide information regarding training.
primary accountabilities:
.
. some travel may be required.understand and participate in customer is/it plans and suggest future implementations
.
. must possess a cca certification or obtain this certification within 3 months of hire.
. must exemplify effective customer service attitude.provide suggestions on improving customer satisfaction and relationships
. (nasdaq:ctxs) is a leading provider of virtualization, networking and software-as-a-service (saas) technologies for more than 230,000 organizations worldwide. compose technical newsletters on specialized citrix subjects
. effectively articulate on features and benefits of product releases and citrix consulting services
. citrix customers include the world\'s largest internet companies, 99 percent of fortune global 500 enterprises.
. experience dealing with large customers and complex support issues.

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