Technical Relationship Manager (4179)

Job ID: 4179Position Description: Position Summary:This position focuses on building and maintaining a communication channel between CitrixTechnical Support and one customer. The TRM will report to work normally at the customer's facilities. The TRM will enhance customer satisfaction utilizing Citrix products in conjunction with Technical Support Services.This position may be located at headquarters or at an assigned field location.This position supports accounts onsite. Only one account will be supported by the TRM. Primary Accountabilities:Facilitate Technical Support• Manage Technical Support requestso Ensure responsive and timely resolution to all customer incidentso Monitor backlog of open cases for assigned customers, provide periodic status reportso Oversee progress of technical support staff, escalation team, and engineering team in addressing customer issues, function as point-of-contact for issue management• Provide proactive technical suggestions to the customer’s computing environment• Analyze the ongoing relationship between Citrix and the customer, and then decide when actions need to be taken to enhance or repair this relationship.Effective Account Management• Provide Customer feedback and potential opportunities to relevant internal Citrix groupso Provide enhancement request details to product specialists for Product Action Team review• Obtain and maintain customer computing environment profiles.• Understand and participate in customer IS/IT plans and suggest future implementations• Monitor contract expiration dates and engage sales resources to facilitate contract renewals • Coordination with Technical Support Managemento Provide suggestions on improving customer satisfaction and relationshipso Immediate communication on sensitive issues that may impact relationship with customero Participate in the Tech Support On Site (TSOS) program when needed o Provide periodic status reports on activities• Effectively articulate TRM role under available support offerings• Attend quarterly learning event - usually at the Fort Lauderdale headquarters location.Proactive Services• Provide information regarding training, seminars and upcoming events• Effectively articulate on features and benefits of product releases and Citrix Consulting Services• Facilitate company technical information, white papers and latest updates• Periodic customer review sessions regarding technical support status and issues• Provide account information to the sales teams (ERM’s and SE’s) on a periodic basis – usually weekly.• Participate in Technical Webinars as needed.• Mentor and train associates.Position Requirements:Qualifications: • Must possess excellent problem solving and communication skills. • Must have excellent interpersonal skills. • Must be flexible, dependable and have excellent time management skills. • Able to understand and work with complex technical issues. • Must have a solid knowledge of the latest PC and Networking technologies, and a strong understanding of major operating systems such as DOS, Novell, UNIX and Microsoft Windows. MCSE certification is desirable, along with Novell CNE, and Cisco certification.Requirements:• Position requires a BS in Computer Science or equivalent experience in systems and/or network administration. • Must exemplify effective customer service attitude. • At least one year of advanced technical support experience with Citrix products or equivalent• Experience dealing with large customers and complex support issues. • Must possess a CCEA certification or obtain this certification within 6 months of hire. • Able to travel as required.TRM Entrance QualificationsCustomer Service:• Effective and professional verbal and written communication skills• Professional telephone demeanor and effective time management skills• Ability to handle difficult conversations with tact and effectiveness• Demonstrated ability to multi-task and maintain appropriate priorities for issues being worked• Proven ability to thoroughly document CRM cases measured through call reviewsTechnical Entrance Qualifications:• Ability to fully install and configure most recent Metaframe products on Windows platforms• Install and configure clients - DOS, Windows, Java, Unix, Web and Mac • Knowledge of ICA browser functionality, PN services, XML services, auto-creation and printer functionality, command-line debugging (qserver, qwinsta, etc.)• Knowledge of product licensing and activation procedures and determination of license validity• Working knowledge of RMS/IMS and how they function within a customer environment• Networking Architecture WAN – TCP/IP• MCSE Certification must be achieved within 6 months of hireTRM Skills Learned While In Position• Advanced knowledge of all Citrix products.• Achieve MCSE certification within 6 months • Ability to fully install and configure new products• Complete understanding of the Citrix Access Suite.• Call escalation procedures and documentation of private fixes as provided to customers• Teaching sessions as subject matter expert• Advanced troubleshooting techniques.• Business acumen regarding the benefits of customer’s implementations of Citrix products.• Interfacing skills with other teams within Citrix including sales, product management, and marketing..Additional Information: Travel Percentage: 10% Company:   Citrix Location:   Redmond, WA Status:   Full Time, Employee Job Category:   Customer Support/Client Care Career Level:   Manager (Manager/Supervisor of Staff) Education Level:   Bachelor's Degree