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Description

regional enterprise support team manager, southern europe (dublin based)
location
ireland, dublin
req # 12207
functional area
technical support
preferred experience
not indicated
preferred education
not indicated
position summary
manage the fast-growing southern european technical relationship management team, currently consisting of 10-20 technical relationship managers, primarily located in ireland, spain, france and italy.excellent technical qualifications and expeirence.
.engage with custmoers, cfo, cto, etc, up to \"c-level\" (ceo.to manage critical situations and to ensure that customer expectations are being met, ).this includes supporting new services and software business opportunities and ensruing service contract renewal. work with sales to customize and adapt the service offering to support complex business opportunities.
.ensure that slas and contractual obligations are met.personally take over the management of highly critical situations for the most strategic customers,
.when required.and resolving technical issues, they are highly experienced and trained technical service professionals, responsible for managing the customer experience, to ensure the highest levels of customer satisafction.
.define and drive new programs and projects to improve existing or create new service offerings.trms are responsible for mobilizing the citrix resources required to resolve customer issues in a timely and satisfactory manner, and for proactively advising customers on how to adopt best-practices to avoid potential future issues.
primary responsibilities:
.
.occasionally work directly with customers to present and position the trm service.
.experience and knowledge of technical support, ideally having managed technical support temas.
.define the souhtern euorpe trm strategy and objectives, in alignment with the overall trm strategy & objectives, and ensure execution to thsee plnas.etc,
.minmium 5 yeras experience worikng with interntaional customers or teams; prefreably in southern europe (spian, itlay, frnace, porutgal.
.maxmiize empolyee satisfaction and retetnion, by ensuring that the team is appropriately equipped, trained and developed.and excellent communication and presentation skills,
.fluent english.
.maximize and continuously improve, independently-measured, customer satisfaction metrics, such as net promoter score (nps) and overall satisfaction (osat).
.engage closely with the sales organization to ensure continued and sustainable growth of the southern europe trm business. french, fluent spanish, italian.and experience working with sales to drive business growth,
.good business acumen.qualifications and requirements
the ideal candidate must have:
.).
.minimum 5 years team-management experience.
.good working knowledge of citrix products, or equivalent knowledge of virtualization and cloud technologies.
technical relationship managers (trm) provide a premium single-point-of-contact service to enterprise customers.
.develop an aligned trm business funnel with sales, and develop hiring and organization plans to support this future business growth.
.experience managing an enterprise customer support team.ideally in problem-solving,
.extensive experience working directly with customers, consulting, or technical project management roles.
.demonstrable experience of working with \"c-level\" executives.consisting of trms, manage the southern european trm team, and team managers, team leads.
the following would be an advantage:
.

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