Lead Technical Account Manager, TAM, Networking - Remote

Department: Technical Account Management (TAM)

Req ID: R30090

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Lead Technical Account Manager, TAM, Networking - Remote

  • Denmark
  • Copenhagen, Capital, Denmark
  • Remote, Ireland
  • Milan, Milano, Italy
  • Remote, Sweden
  • 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:

As a Technical Account Manager (TAM) you will be a trusted advisor to customers of Citrix Networking Priority and TRM Services, providing account management from a technical perspective across the EMEA region.

We're looking for someone who loves working with customers and technology, with extensive experience in Customer Success / Technical Account Management, and who excels at solving problems and collaborating with different multi-functional teams. You will be expected to provide high-level technical assistance on the networking products (Citrix ADC/Netscaler, Gateway, ADM and SD-WAN) delivering a highly technical, fast response for Enterprise level customers.

The primary language is English, though additional European languages are a plus. You are expected to represent the customer within Citrix ensuring they adopt our technology and keeping them up to date on the latest releases and roadmaps.

Primary Responsibilities:

  • Act as an advisor for product and strategic decisions; providing thought leadership and meaningful recommendations to ensure customers take full advantage of the Citrix portfolio and product capabilities
  • Help develop customer’s business strategies by applying our proven Customer Success methodology to lead them through all phases of the implementation journey, with a focus on adoption and customer outcomes
  • Provide proactive technical assistance and account management as the Single support point of contact to high profile Citrix networking accounts.
  • Drive complex issues through to resolution while maintaining a keen focus on Customer SLAs and business priorities and deadlines
  • Engaging in Troubleshooting activities, in-house issue replication and close Citrix Support engagements as required.
  • Drive critical issues closely with Engineering and Engineering Management with the goal of fast resolution.
  • As an SME (Subject Matter Expert) on Citrix Networking products provide best practice guidance adapted to the Customer’s environment and nature of business.
  • Periodical customer sit visits to maintain relationships, perform business environment reviews and project-based work
  • Record all account related activity and engage with other business units with a focus on Customer value while keeping Citrix team members informed
  • Record and maintain a detailed understanding of the Customer environment and evolution.
  • Drive product roadmaps by working closely with Product Management to lead Enhancement requests as the Customer’s representative.
  • Maintain an up-to-date Customer and Citrix stake holder contact list and org chart.
  • Monitor contract expiration dates and maintain a renewal plan involving Customer side champions and Citrix Sales resources
  • Send monthly reports and regular proactive newsletters ensuring that the correct team members on Customer and Citrix side are receiving the value.
  • Provide information regarding training, seminars and upcoming events
  • Schedule monthly touch point calls to review hot issues, project progress and any items needing attention.

Qualifications (Knowledge, Skills, Abilities):

  • Superb communication skills (Proficient in English and local language; other European languages a plus e.g., Danish, Swedish, Norwegian, German, Italian, etc.)
  • Professionalism and confidence to work closely with, and advise, senior leaders
  • Independent problem solving skills
  • Ability, initiative and accountability to complete broad assignments requiring minimal direction
  • Excellent organizational and planning skills

Requirements (Education, Certification, Training, and Experience):

  • Deep understanding of Citrix AD&S products and solutions within a customer’s environment and how these can be influenced and optimized to bring value for the client
  • Experience directly support Enterprise-level customers as a TAM/TRM, Consultant, Sales Engineer or Enterprise Support.
  • Role requires good understanding of the following Networking protocols and technologies:
  • SSL & TLS
  • Routing Protocols (OSPF/BGP) & Switching concepts (ARP/VLANs/LACP)
  • Linux and Windows server administration
  • Load Balancers (NetScaler/F5)
  • Cisco iOS or JunOS
  • Apache, BIND, IIS and Active Directory
  • AAA Technologies – Kerberos, NTLM, SAML
  • Professional knowledge of cloud service providers including AWS Azure / Google Cloud Platform apps, desktops, data and communications (any device, any network and cloud)
  • Solving problems Tools – Wireshark and HTTP header analysis tools are a must.
  • Good understanding of Software Development and lifecycle a plus.

Functional Area:

Technical Account Management (TAM)

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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