Manager, Customer Success Management

Department: Customer Success Management

Req ID: R33482

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Manager, Customer Success Management

  • 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:

As the “Manager, Customer Success for Central Europe” you will lead a team of Customer Success Managers (CSMs) who are responsible for managing our ever-growing number of Citrix Cloud Enterprise Clients as they work through their Citrix Cloud Customer journey.  Your team will provide thought leadership and actionable recommendations to ensure customers take full advantage of the Citrix Cloud service portfolio and product capabilities.  You will understand that building customer/partner relationships is both an art and a science, and will leverage industry-proven product adoption methodologies to influence and drive behavior change.  You’re a Customer centric professional who is truly passionate about Customer Experience!


Role Responsibilities:

  • Have a detailed understanding of what success looks like for Customers.  You will have laser focus on all phases of the implementation journey, understanding how to drive successful customer outcomes and further increase Citrix product adoption.  Responsible for tracking of customer adoption benchmarks and forecasts, based on defined business use cases.
  • Responsible for implementation and tracking of Customer Success Management Operational Metrics against best practices.  Have the ability to understand customers’ business strategies and measure how our application of proven Customer Success methodologies leads our Customers successfully through their cloud journey.  You will contribute directly to Citrix product line and deliver upon key organizational metrics.
  • Ensure your team has up-to-date strategies defined to advise customers on best practice business process enhancements, industry knowledge, and visibility into current vs. future-state product capabilities.
     
  • Facilitate relationships between business and technical teams, identifying business drivers and processes.  You will understand user-centric design, and ensure your team has required expertise related to Citrix products and the customer's technology environment.
  • Participate in the sales cycle as needed to clarify requirements, finalize delivery approach, and develop a proposal/post-sale engagement plan.
  • Experience in managing large/complex enterprise customers, at the customer executive level.
  • Experience serving as a customer advocate who is able to understand and articulate the needs of the client and deliver on those needs.
  • Experience in strategic planning, business process re-engineering, defining/developing KPIs and performance scorecards.
  • Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
  • Experience in coaching and mentoring Customer Success Teams – with specific focus on individual career planning and growth.
  • Ability to prioritize within a high workload.
  • Comfortable leading within matrix and cross-functional teams.


Essential Criteria:

  • Requires a University Degree from an accredited university or equivalent experience.
  • 3+ years of experience managing successful and highly performant Customer Success Teams. 
  • Strong understanding of Cloud subscription models.
  • Demonstrable experience in delivering on KPIs, Operational & Business Metrics.
  • Excellent communication skills, including presentations and written documents.
  • Professionalism and confidence to work closely with, and advise, senior executives.
  • Excellent problem solver, ability to work cross-functionally to deliver results.
  • Fluent German (spoken & written) would be advantageous.
  • Ability to work both independently and collaboratively, think creatively and take on challenges, and proactively solve problems to successfully deliver projects.

Functional Area:

Customer Success Management


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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