北京招聘

Position Summary

Citrix is a leader in mobile workspaces, providing virtualization, mobility management, networking and cloud services to enable new ways to work better. Citrix solutions power business mobility through secure, personal workspaces that provide people with instant access to apps, desktops, data and communications on any device, over any network and cloud. With annual revenue in 2013 of $2.9 billion, Citrix solutions are in use at more than 330,000 organizations and by over 100 million users globally.
Citrix’s Enterprise Support Services team is designed to meet the evolving needs of growing enterprise level organizations. Built on a set of high level capabilities, including direct access to technical and product expertise, and an extensive knowledge base repository, the Enterprise Support Service program delivers account management and technical support proactively and responsibly through the services of a Technical Relationship Manager.

As a Senior Technical Relationship Manager you will be responsible for a portfolio of enterprise level customers and expected to serve as an advocate for these customers within Citrix, ensuring they gain value from their investment, adopt our technology, and are up to date on the latest releases and roadmaps. You will provide coordination of cross-functional resources to assist within the account from consulting, sales, support and product teams, as appropriate, to ensure the account is receiving the highest proactive level of support within the industry.

Primary Duties& Responsibilities
? Ensures it is easy to do business with the Citrix Enterprise Support Service team.
? Coordinates the activities of Enterprise Support, Product Engineering and technical solution team members to meet contract obligations, proactively meet the needs of our Enterprise Support customers, and resolve customer technical challenges
? Establish clear and open lines of communication with our Enterprise Support Service customers and implement an appropriate account governance model.
? Develops a culture of continuous improvement within each account they oversee.
? Responsible for the delivery of Enterprise Support service commitments to customers.
? Ensures that delivery costs are within or better than the delivery costs committed within the approved Citrix account model.
? Provides complex metrics and reporting support to all relevant stakeholders.
? Proactively identifies potential issues and drives resolution to avoid customer impact and facilitates continuous improvement.
? Analyzes long-term impact of new or anticipated strategies and decisions.
? Leads teams to solve abstract problems without precedent.
? Diagnoses and resolves ambiguous problems.
? Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
? Provides authoritative advice to customers based on deep subject matter expertise.
? As a customer advocate, builds strong trusted relationships within Enterprise Support Service customers in order to represent them within Citrix and be a part of their virtual team.
? As a trusted advisor, work with Enterprise Support Service customers to provide guidance and subject matter expertise where required and as appropriate in order to meet their business requirements through Citrix solutions. Bring in relevant systems engineers, consulting and sales teams when required.
? Serve as a point of escalation for incidents that require urgent action, and head off potential problems via proactive support.
? Manage concurrent medium to large complex projects to ensure full optimization of customer purchased technology and high value support services are received with specific focus on customer ROI.
? Document and record all activity and communication with customers over telephone and email according to departmental standards of quality.
? Create and help maintain customer documentation such as welcome packs, technical account plans, and proactive communications.
? Adhere to and maintain Enterprise Support Service best practices.
? Provides feedback to Product Management and Engineering regarding customers’ emerging or unmet product needs.
? Conduct site visits to maintain relationships with accounts

Qualification:
? Bachelor’s degree in computer science, electrical engineering, or related field; or equivalent experience
? 5+ years professional services experience, with specific focus in IT
? 5+ years of hands-on relevant experience with Citrix products
? The individual should be able to apply an understanding of one of the following areas of focus:
o Networking
o Application Virtualization
o Server Virtualization
? Possess Citrix Certified Enterprise Engineer (CCEE) certification or industry equivalent certification.
? Project management experience
? Large/complex customer-facing enterprise experience
? Experience serving as a customer advocate; able to understand and articulate the needs of the client and deliver on those needs
? Ability to facilitate and harness cross?eam collaboration working with teams in person and virtually
? Consultative experience and demonstrable problem-solving skills
? Strong presentation skills
? Strong communication skills (written and verbal)
? Enthusiastic, personable and flexible
? Ability to prioritize within a high workload
? Comfortable leading within matrix and cross-functional teams.
? Guided by long-term objectives and business requirements.
? Technical delivery or support experience preferred
? Customer centric professional, passionate about the customer experience
? Languages: English and relevant local language proficient

Functional / Technical Requirements
? 5+ years of hands-on relevant experience with Citrix products
? Project management experience with proven methodologies
? Understanding and application of ITIL practices
? ITIL and/or PMP certification preferred
? ITIL & PMP certification preferred
? Leadership Blueprint Competency Requirements
? Communication – Ensuring that communication channels are open and that information and ideas are flowing in all appropriate directions; Proactively, clearly, and openly shares information and ideas with others; asks for, listens to, and uses feedback and input
? Accountability – Holding self and others accountable for keeping commitments and delivering the best possible performance.
? Teamwork – Working in concert with others and creating group synergy in pursuit of collective goals.
? Excellence Orientation – Striving to be the best one can be and maximize one’s own potential in helping Citrix succeed.
? Authenticity – Showing a genuine, accessible, and caring side that builds trust, mutual support and credibility.
? Innovation – Creating and supporting an environment that is conducive to innovation and new ways of doing things.
? Strategic Thinking –Ability to consider all relevant information when making business decisions.
? Business Savvy – Demonstrating solid knowledge of business and industry practices, and otherwise showing a command of business fundamentals required to manage Citrix operations.

Physical Demands / Work Environment
? Must be willing to travel as needed to visit customers and work with management team in the field (10% travel)
? Flexibility to travel outside of region
? Professional office environment.

【我们是谁】
Citrix（纳斯达克：CTXS）旨在推动建立一个安全连接人员、组织和事物且易于访问的世界，让不可能变为可能。它的技术让全世界的应用程序和数据既安全又易于访问， 让人们可以随时随地进行工作。Citrix 提供将工作空间作为服务、应用交付、虚拟化、移动化、网络传输和文件共享解决方案的完整和集成产品组合， 使 IT 部门能够确保通过云或内部部署和跨任何设备或平台将关键系统安全地提供给用户。

【行业地位】
在Gartner《内容协作平台魔力象限》报告中，Citrix一直位居领导者地位
在IDC《企业移动管理（EMM）软件供应商评估》和《统一端点管理（UEM）软件供应商评估》等报告中，思杰也稳居领导者地位

【思杰历史】
思杰成立于1989年，总部在美国佛罗里达州劳德代尔堡（Fort Lauderdale）。Citrix始于开发微软操作系统的远程访问产品，至今依然是微软的战略合作伙伴。 20世纪90年代Citrix在客户端技术崭露头角并开始蓬勃发展。至今，Citrix 解决方案被超过 400,000 家企业所采用，其中包括 99% 的财富 100 强企业和 98% 的财富 500 强企业。2019年营收达 30.1 亿美元。

【我们提供】
> 多元包容的企业文化
> 全球化的工作团队
> 多样化的发展渠道
> 丰厚的薪资福利
> 完美的工作环境
> 宽松的工作氛围
> 弹性的工作方式

思杰已连续多年入选全球“前50***雇主”，2014年被Glassdoor评为“25大最具文化与价值的公司”，2017、2018连续两年被评为“Best Place to Work”。

更多信息，请访问Citrix官网或领英主页