Critical Situation Manager/Support Services Manager

Department: Support Field Services

Req ID: R31989

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Critical Situation Manager/Support Services Manager

  • Dublin, Ireland
  • Full_time

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!

What we're looking for:

Job Description:

Summary

The CritSit Manager/Support Services Manager is a member of the Citrix Worldwide Technical Support team and is responsible for delivering critical situation management and critical account management services to assigned Citrix customers globally. This position has high visibility and interacts with many groups internally and customers to help achieve an excellent level of customer service and satisfaction. The position builds a solid foundation and extends the relationship between the company and customers focusing on Support Services. 

Primary Duties/Responsibilities

  • 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. Acts as customers and account teams primary contact during critical situations

  • Works with the technical specialists to manage the escalation and resolution of problems and incidents.

  • Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives

  • Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution.

  • Develops and delivers executive communication to customer and Citrix sales executives on status of critical Service Requests.

  • Designs, implements and supports processes with Product Management and Engineering regarding customers’ needs and experiences with Citrix products.

  • Provides ongoing status updates to Team Lead and Management

  • Escalates issues/risks quickly for mitigation

  • Leads and participates in projects relating to the continuous improvement of Citrix support services.

  • Rotation based 24x7 coverage - Must be available to work weekends and holidays on an on call or rostered shift basis

Requirements

  • Proven experience managing customer escalations within a Technical Support environment.

  • Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data

  • Prior experience working for a global IT vendor in a similar role

  • Knowledge of Software Development Lifecycle Management and software defect tracking

  • Ability to facilitate and manage cross-team collaboration to solve customer issues 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

  • Ability to keep calm and cool during critical situations and skilled in handling high profile situations with ease

  • Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)

  • Proven ability to prioritize workload

Functional Area:

Support Field Services


What you’re looking for:

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. 

The Benefits

We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**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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