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Anzeigendetails

Standort:

Beschreibung

lead technical account mgr
location
germany, munich
req # 11965
functional area
technical support
preferred experience
mid-career level
preferred education
not indicated
position summary
technical relationship manager (german speaking)
about citrix
citrix systems, inc. monitor backlog of open cases for assigned customers, provide periodic status reports in accordance with agreed sla\'s
. effectively articulate on features and benefits of proudct releases and cirtix consulting serivces
. position requires a bs in computer science or equivalent experience in systems and/or network administration.this channel will enhance satisfaction of customers utilizing cirtix products in conjunction with techincal support services.provide suggestions on improving customer satisfaction and relationships
.
. at least two years experience within cirtix technical support.
. ability to understand and work with complex technical issues. attend serivce review meetings
. monitor contract expiration dates and engage sales resources to faciiltate contract renewals
.
. solid knowledge of the laetst pc and networking technologies, and a strong understanding of major operating systems such as novell, unix and microsoft windows nt/2000/2003.annual revenue in 2010 was $1.9 billion
position summary:
this position focuses on building and maintaining a communication channel between citrix technical support and customers with citrix enterprise level support contracts, founded in 1989.
. some travel may be required.(nasdaq:ctxs) is a leading provider of virtualization, networking and software-as-a-service (saas) technologies for more than 230,000 organizations worldwide. immediate communication on sensitive issues that may impact relationship with customer
.
. the candidate must have previous knowledge of citrix products (ccea is a distinct advantage). coordination with technical support management
. along with novell and cisco certification,
. mcse certification is desirable.
primary accountabilities:
. excellent problem solving and communication skills, both verbal and written.
. must possess a cca certification or obtain this certification within 3 months of hire.citrix cluod cenetrt (c3) and citrix onilne services product famliies radiaclly simlpify comptuing for mililons of usres, in any loctaion on any deivce, delievring appliactions as an on-deamnd service to any user, our citrix delviery cenetrt.
. facilitate comapny technical inforamtion, whtie paeprs and latest updates
. periodic customer review sessions regarding technical support status and issues
. dependable and have excellent time management skills,
. flexible.arrange for assigned citrix se to attend customer site and provide technical briefing sessions on subjects relevant and of benefit to the customer
. manage technical support requests
. opened, in progress and closed for that monthqualifications and requirements
qualifications:
, compile and send monthly reports on technical support cases.
. fluency in german
. seminars and upcoming events
, provide information regarding training.provide proactive technical suggestions to the customer\'s computing environment
. ensure responsive and timely resolution to all customer incidents
. compose technical newsletters on specialized citrix subjects
. work as part of the emea trm team on a daily basis providing suggestions and help to colleagues technical questions
. citrix customers include the world\'s largest internet companies, 99 percent of fortune global 500 enterprises. provide periodic status reports on activities
proactive services
.
requirements:
.
. must exemplify effective customer service attitude.provide weekly e-mails containing details of relevant public citrix knowledge base articles which have been released in the past week.000 companies worldwide in more than 100 countries, citrix partners with over 10.understand and participate in customer is/it plans and suggest future implementations
. function as point-of-contact for issue management
, oversee progress of technical support staff, and engineering team in addressing customer issues, escalation team.experience dealing with large customers and complex support issues.provide customer feedback and potential opportunities to relevant internal citrix groups
.

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