Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!
As a Cloud Engagement and experience Manager, you'll be part of the Global Service Delivery Assurance (SDA) team which acts as the primary interface between our customers & field teams and engineering. We'd like you to take a leading role working with each Cloud Service Team to ensure acceptance criteria around our Citrix cloud trust framework as well as coordinate and lead all aspects of the feedback loop with Customers and internal partners.
You will have a passion for providing excellent customer service in a technology field with strong interpersonal, communication, and collaboration skills. As a natural problem solver, we know you'll enjoy working on research that leads to data-driven decisions, working cross-functionally to provide a broader, more comprehensive view of services and processes.
Manage Cloud Engagement with Customers and internal Teams.
Monitor strategic Cloud deals and ensure cross-functional alignment.
Drive Customer Communication to improve Cloud Experience – Single Customer RCA, events, whitepapers, etc.
Engage with customers to coordinate reliability briefings and Cloud related discussions with Field Teams on-behalf of Engineering and Product Management.
Respond to customer outage incidents as the need arises and maintain real-time notes during incidents, this will require some PagerDuty responsibilities.
Communicate across all Partners and collaborate, working cross-functionally with other Business Groups.
Identifying risks and field concerns. Own outage incidents end to end status and reporting including updating status pages during incidents then building and presenting 24hr internal readouts, 48hr Root Cause Analysis (RCA)reports, and 10-day final RCA reports.
Participate and present at customer and partner-facing events.
You will be Successful in this Role if you
Strive to make Engineering teams successful while adhering to strict quality standards.
Can handle several concurrent projects and initiatives in an Agile workflow.
Understand Cloud deployments, high-level architecture, and common terminology.
Take a customer-first attitude to drive the release process.
Are comfortable sharing tough news based on data driven evidence.
Possess strong project management skills in a very fast-paced environment.
Have analytical skills with ability to interpret and present information from numerous sources.
Bonus points for
Proven experience handling Service Delivery for Cloud Services.
Prior experience in a customer-facing field role.
Experience with Incident Response Tools: PagerDuty, etc.
Experience with Project Management Tools: Jira or Confluences.
Experience with Salesforce and understanding of how to managed field requests.
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.
Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process.
We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within.
We offer a competitive total rewards package* that includes:
**Please note that benefits may vary based on location.
Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.
Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html
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 ASKHR@citrix.com for assistance.
By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.
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