Lead Technical Account Manager

hace 1 semana

San Francisco, Costa Rica Cloud Software Group A tiempo completo

**About Cloud Software Group (CSG)**

Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the worlds largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap - a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud

**Position Overview**

Lead Technical Account Managers (TAM) provides technical leadership and consultative guidance for Enterprise customers enrolled in our premium Support programs, Priority and Priority Plus. We work with our customers experienced staff, from technical leads to business stakeholders, to help them achieve their business and technical objectives with solutions serviced by Citrix technology and professional services. We work to anticipate and mitigate risk to their solution strategy and technical environment so that they can expedite value realization and effectively manage supportability of their Citrix investment. In addition, we strive to enable and empower our customers to be confident and competent with our solutions so that they remain committed to Citrix as a strategic vender, driving further adoption and expansion of their Citrix solutions and strengthening our partnerships.

Should you join our team as a TAM, you will lead high-level business and technical discussions, deliver business & operational reviews, guide our customers to implement supportability leading practices, and serve as the principal point of contact for post-sales customer engagement. You will drive effective engagements by understanding our customers needs and guiding them to the right resources (human and digital) at the right time, and you will have access to the broader Citrix organization to assist with the customer journey, in scope of the customers entitlements. Internally, you will serve as your customers advocate, and you will collaborate with the account team to define and drive the account strategy. Knowledge of operational systems may be broad, but not as in-depth as a field engineer.

**Role Responsibilities**
- Act as primary post-sale customer contact for Priority customers, managing both the IT line of business and key customer stakeholders
- Manage customer adoption lifecycle; raise customer risks/blockers, where appropriate
- Investigate the clients business objectives, anticipate current and future technology needs, develop a strategic technology solution roadmap, and lead the proposed solution work-streams to bring customers to that future state
- Assess and address gaps that can hinder overall implementation, rollout and/or adoption of Citrix Solutions
- Oversee holistic post sales customer experience, while leveraging peers in support, engineering, consulting, and education to address customer issues
- Independently de-escalate/defuse complex customer situations by using appropriate communication planning and follow-through that helps drive confident communication
- Lead large projects or processes that span outside of the immediate job area
- Support efforts to recruit and retain top talent on the team
- Mentor more junior TAMs on the team with positive results
- Solve problems through prior experience and analysis of issues
- Able to travel as required (up to 30%)

**Basic Qualifications**
- University Degree or equivalent experience and minimum 8 years relevant experience; or masters degree with 3 years relevant experience
- 8+ years of hands-on networking experience, preferably with layers L4 - L7 and SSL acceleration.
- A love and high level of skill in networking with exposure to relevant networking load balancing products
- Strong business acumen and technical aptitude
- Record of accomplishment leading successful solution outcomes within medium to large organizations
- Ability to navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems
- Ability to work across teams to find most appropriate solutions
- Able to cater verbal and written communication to a full spectrum of target audiences

**Preferred Qualifications**
- Technical Consulting or Customer Success background
- 8+ years of networking/load balancing experience
- 8+ years of enterprise account management experience
- Any Citrix networking certifications (CCA-N, CCP-N, CCE-N)
- Any Citrix virtualization certifications (CCA-V, CCP-V, CCE-V)
- Any certifications from complementary solutions vendors (ex: Microsoft, AWS, Google Cloud, VMware, Cisco, F5, Brocade, Juniper, Riverbed, B

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